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Customer Support Engineer

Philippines, Cebu · Job Posted December 09, 2025
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Job Description

Customer Support Engineer is customer-centric and focused on providing application-oriented support. The primary responsibility is to deliver hands-on assistance to external customers, troubleshooting, and resolving issues that impact their experience. The position requires strong communication skills to effectively engage with customers, partners, and both technical and non-technical stakeholders. Additionally, the role involves developing support documentation, FAQs, and training materials to enhance customer self-service. The candidate will also assist in onboarding new customers and ensuring the smooth implementation of production services.

Job Responsibility

  • Provide technical support for all Siden customers
  • Troubleshoot and resolve issues by communicating with our customer support organization and partners to understand, document, and analyze all available data related to technical support issues
  • Develop expertise in all Siden dashboard tools and detailed analytics
  • Use data to analyze, troubleshoot, and explain issues
  • Act as the primary point of contact and provide subject matter expertise for support escalations and ensure timely resolution
  • Monitor system performance, proactively identify potential issues, and work to prevent downtime
  • Create and maintain documentation, including troubleshooting guides, FAQs, and best practices for customers
  • Assist in onboarding new customers and providing training on platform features and tools
  • Stay up to date on industry trends, emerging technologies, and customer needs to continuously enhance support quality
  • Collaborate with engineering, product, and SRE teams to address customer feedback and implement solutions

Requirements

  • Bachelor’s degree in Computer Science, Engineering, or a similar discipline
  • 3-5 years experience in a similar role with hands-on experience with Linux systems (Ubuntu preferred), Docker, TCP/IP networking (TCP, UDP, HTTP, multicast, DNS)
  • Experience with cloud networking (AWS, Azure, GCP) is a plus
  • Moderate knowledge and/or a strong desire to learn content distribution technologies as CDN, streaming technologies (e.g., HLS, DASH), multicast, catching technologies, and media formats (e.g., audio/video codecs, metadata, DRM)
  • Soft skills: communication, empathy, and patience

Nice to have

Experience with cloud networking (AWS, Azure, GCP)

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