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 a 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:

Technical Support & Troubleshooting:

• Manage and resolve incoming customer support tickets.
• Diagnose and fix technical issues related to the platform.
• Work with JSON configurations to make necessary changes.
• Handle configuration changes to JSON-based scorecards.
• Analyze ticket patterns to identify opportunities for automation.
• Develop documentation and how-to guides to reduce ticket volume.
• Maintain and update the Support Team Knowledgebase.
• Provide support through ticketing systems such as Zendesk, ensuring prompt resolution of customer inquiries and concerns.
• Escalate complex technical issues to the engineering team as necessary.
• Work closely with internal teams to continuously improve the customer support process.

Automation & Development:

• Identify repetitive tasks and develop Python-based automation solutions.
• Utilize Windmill and other automation tools to streamline workflows.
• Assist in internal tool development to enhance support processes.
• Recognize ticket patterns and implement preventative measures.
• Work on automation projects with 2-week completion timeframes.

Database Management:

• Work with PostgreSQL to query, troubleshoot, and modify data.
• Support schema migrations and optimize database queries.
• Ensure proper database maintenance to support customer issue resolution.

Cross-Functional Collaboration:

• Work closely with engineering teams for escalated technical issues.
• Coordinate with different teams to resolve complex, multi-system problems.
• Contribute to continuous improvement initiatives.

Qualifications:

• 1-3 years of relevant work experience in software development, preferably in Python.
• Experience in troubleshooting and resolving customer issues.
• Ability to work with multi-disciplinary teams.
• Excellent written communication skills.
• Experience in documenting processes and procedures.
• Experience with Zendesk, Jira, GitHub, Confluence, Intercom is a plus.
• Strong background in IT applications engineering (not infrastructure or systems administration).
• Demonstrated coding ability for application development.
• Experience in implementing automation solutions for manual processes.
• Familiarity with JSON configuration and data structures.
• Strong problem-solving skills and a proactive approach to efficiency improvement.
• Experience working with SQL databases, particularly PostgreSQL.
• Knowledge of database transactions and schema migrations.
• Ability to adapt to various technical challenges and "wear many hats".

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 Python for application development and automation
• JavaScript/TypeScript: Working knowledge for front-end troubleshooting
• SQL: Experience with PostgreSQL for database queries and data manipulation
• Ticketing Systems: Ability to quickly learn and work with technical support ticket management platforms
• Automation Tools: Experience with tools and frameworks for process automation, including Windmill
• AWS Cloud Services: Familiarity with services like S3 is a plus
• Git: Working knowledge of version control
• Support Tools: Zendesk, Jira, Confluence, GitHub, Intercom

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.