Support Engineer
Description For Support Engineer
ITRS, an Enterprise SaaS provider recognized as a Great Place to Work, is seeking a Support Engineer to join their team. The role involves being the interface between Product Engineering and Client Services, reporting to the Engineering Support Team Lead in Manila. Key responsibilities include analyzing Help Desk tickets, verifying and fixing software defects, supporting engineering teamwork queues, and conducting ad-hoc investigations. The ideal candidate should have a bachelor's degree in computer science or related field, at least 3 years of experience in Software Development, DevOps or Software Support, and proficiency in various programming languages and tools. ITRS offers a diverse, friendly, and dynamic culture with a focus on internal promotion and employee development. Benefits include health insurance, retirement plan, flexible hybrid working, and more. ITRS is committed to diversity, inclusion, and equality, welcoming applications from all community members.
Responsibilities For Support Engineer
- Be the primary contact between Engineering, Client Services, and other departments
- Analyze Help Desk tickets assigned to the Engineering team
- Handle special debug builds requested by Client Services
- Verify and fix software defects
- Verify enhancement requests
- Support Engineering teamwork queues
- Conduct ad-hoc investigations on behalf of the Engineering teams
Requirements For Support Engineer
- Bachelor's degree in computer science, Information Technology, or related field
- At least 3 years of experience in Software Development, DevOps or Software Support
- Intermediate to advanced proficiency in Python and Bash
- Hands-on experience with containerization platforms (e.g., Docker) and orchestration platforms (e.g., Kubernetes)
- Proficiency in Java and C/C++
- Familiarity with cloud platforms (AWS, Azure, GCP) and CI/CD tools (e.g., Jenkins)
- Experience in a Level 3 support role (advantageous)
- Experience with solutions and ability to solve complex problems
- Team player
- Eagerness to independently learn new skills
- Proficiency in English, able to convey technical information, create detailed documentation, and manage client interactions
- Willing to work in a hybrid setup, reporting onsite at least once a week to the Makati office
Benefits For Support Engineer
- 13th Month Bonus
- Health Insurance for you and your dependents
- Supplemental Medical Claim
- Employee Assistance Program
- Retirement Plan
- Flexible Hybrid Working
- Enhanced Parental Leave
- Life Assurance
- Subsidies and Allowances
- Referral Bonus
- Buy and Sell Holiday
- Training Reimbursement
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