IT Support Engineer (Remote)

Adaca

Negociável
Híbrido - Taguig1-3 Anos ExpDiplomaTempo Inteiro
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Descrição do Trabalho

Things to know before applying:

  • You must have your own work equipment
  • You are able to work remotely
  • You can work full-time for this role
  • Experience working with clients/companies outside PH is an advantage
  • Only candidates who meet the requirements will be contacted
  • You can start ASAP

Job Description:


We are seeking an IT Applications Engineer/ Customer Support Engineer who can manage support tickets while identifying opportunities for process improvement through automation. The ideal candidate will have strong application development skills, problem-solving abilities, and the initiative to automate repetitive tasks. This role requires someone with the right attitude toward innovation and efficiency.


Key Responsibilities:

  • Handle configuration changes to JSON-based scorecards
  • Manage incoming technical support tickets
  • Analyze ticket patterns to identify opportunities for automation
  • Develop and implement automation solutions for repetitive tasks
  • Work on automation projects with 2-week completion timeframes
  • Continuously improve efficiency of support operations
  • Handling customer tickets through to resolution, including customer inquiries, technical issues, and concerns
  • Create how to guides, and educational material to deflect customer tickets
  • Maintain and add to the Support Team Knowledgebase
  • Phrase Library Management / New Scorecard Development / Existing Scorecard Enhancement
  • Working closely within engineering team for escalated technical issues
  • Identify and automate steps, as part of engineering team
  • Configuration Management: Handle configurations and changes to JSON-based scorecards
  • Pattern Recognition: Within the first 3 months, identify patterns in recurring tickets
  • Automation Development: Proactively develop automation solutions for suitable repetitive tasks
  • Continuous Improvement: Maintain the right attitude toward identifying and implementing efficiency improvements


Required Experience & Skills:

  • 3-5 years of relevant work experience in application development
  • Software development and programming, preferably in python
  • Troubleshooting and resolving customer issues
  • Working with multi-disciplinary teams
  • Excellent written communication
  • Experience documenting process and procedures to scale team activities
  • Experience with Zendesk, Jira, GitHub, Confluence, Intercom is desirable but not required
  • Background in IT applications engineering (not infrastructure or systems administration)
  • Demonstrated coding ability for application development
  • Experience implementing automation solutions for manual processes
  • Familiarity with JSON configuration and data structures
  • Problem-solving skills with a proactive approach to efficiency improvement

Tech Stack requirements

  • JSON: Strong understanding of JSON data structures and ability to make configuration changes to JSON-based scorecards
  • Application Development: Experience with application-side engineering (not infrastructure/systems engineering)
  • Programming Languages: Proficiency in relevant programming languages for application development and automation
  • Ticketing Systems: Ability to quickly learn and work with technical support ticket management platforms
  • Automation Tools: Experience with tools and frameworks for process automation
  • Python

Hiring Process:

  • Phone screening
  • Behavioral interview
  • Client interview

About Adaca:

Adaca is at the forefront of bridging software development solutions by connecting Australian mid-tier companies with top-tier talents in the Philippines. Our unique approach is rooted in creating an employee-centric experience that fosters a simple, low-pressure environment for our developers. This philosophy not only enhances productivity but also delivers unparalleled value to our clients, fostering a cycle of growth and talent attraction.


Please refer to job description.

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HR ManagerAdaca

Local de trabalho

5th Ave and 25th St, Level 10-1, One Global Place, Taguig, Metro Manila, PH

Postado em 18 March 2025

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