Technical Support Engineer - Philippines (Standard time zone)

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Written by AI from the job title and company, not by CAST AI, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Engineer at CAST AI will be responsible for providing exceptional technical assistance and support to our customers in the Philippines during standard operating hours. This role involves diagnosing and resolving software and hardware issues, assisting clients in optimizing their use of CAST AI’s platform, and ensuring a seamless customer experience. The ideal candidate will possess strong problem-solving abilities and a passion for helping others, with a focus on maintaining and enhancing customer satisfaction.

Job Responsibilities

• Provide expert technical support via multiple channels, including phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues related to the CAST AI platform.
• Document technical issues and solutions accurately in the ticketing system for future reference.
• Collaborate with engineering teams to escalate complex issues and suggest product improvements.
• Conduct product demonstrations and provide training to customers on new features and functionalities.
• Monitor system performance and analyze logs to ensure the platform operates smoothly.
• Stay up-to-date with industry trends, technologies, and CAST AI product updates to provide informed support.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in technical support or a similar role.
• Strong understanding of cloud computing concepts and technologies.
• Proficient in troubleshooting operating systems (Windows, Linux) and networking issues.
• Excellent communication skills, both verbal and written, with a customer-oriented approach.
• Experience with ticketing systems and customer support tools.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Technologies & Tools

The Technical Support Engineer will work with a variety of technologies and tools, including cloud-based infrastructure platforms, monitoring tools, ticketing systems (such as Jira or Zendesk), and communication software. Proficiency in these technologies is essential for providing effective support and troubleshooting across our customer base.

Ideal Candidates

Ideal candidates for the Technical Support Engineer position are analytical thinkers with a strong technical foundation and a passion for problem-solving. They should demonstrate excellent interpersonal skills, enabling them to interact effectively with diverse customers, and possess a proactive approach to managing customer inquiries. A desire to learn continuously and adapt to new challenges will further set them apart as a suitable fit for the CAST AI team.