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Support Engineer (Shifting schedules - EMEA and Night shift)

Philippines, National Capital Region, ManilaOperations

Job description

Role Summary

Next Reason’s support team is responsible for configuring CIAM applications, managing user access, troubleshooting issues, responding to incidents, and maintaining documentation for enterprise CIAM platforms and complementary technologies.

Our team of Support Engineers, based in Manila, are the first point of contact for customers interested in configuring CIAM products, fixing issues, and managing incidents. Support Engineers follow ITIL processes, standardized run-books and change management processes, create and maintain knowledge base articles, engage with our customers in a friendly and helpful manner, think creatively when it comes to solving problems, proactively seek out opportunities to advance their knowledge, and ask for help when needed.

Support Engineers are expected to have previous support experience and possess technical know-how, are led by a local Support Manager, and supported by technical escalation resources within our Professional Services team.

Primary Responsibilities

Manage Incidents
Respond to incidents as the first point of technical contact, provide stakeholder communications during incidents, escalate to the appropriate business and technical resources as needed, support incident handoffs between shifts, and handle through resolution and root cause analysis both during business hours as well as on-call shifts that include occasional weekends and holidays


Manage Problems

Identify candidates for problem tickets in order to reduce the volume of incident, facilitate problem review sessions, and create root cause analysis documents


Manage Changes

  • Facilitate standard product configuration changes according to documented change management processes during business hours.

  • Facilitate all changes to client configurations such as change request review, testing, and release coordination according to standard ITIL processes


Manage Knowledge

  • Ensure internal run-books and product documentation are accurate, cover all use cases, and updated as needed to promote a high standard of support quality and encourage self-service by end users
  • Regularly review incident trends and identify candidates for knowledge articles


Engage Suppliers

  • Where third-party vendors are involved, collaborate with our vendor’s support and professional services resources to facilitate a consistent and high quality end-to-end support experience

  • Escalate complex support requests to our Professional Services team

Meet Work Standards

  • Follow security best practices: Develop strong security and compliance best practices, and ensure the team adheres to Next Reason’s information security management system—including monitoring and reporting security incidents as needed

  • Focus on quality: Maintain high standards of quality when it comes to written and verbal communications by establishing good practices and habits, empathizing with our customers, and respecting your colleagues

  • Track time: All members of the team are required to track time and reach utilization targets appropriate for their role

  • Prioritize effectively: Prioritize and execute tasks in a methodical and disciplined manner, as well as internally provide leadership (technical and project) to teammates through coaching and mentorship

  • Deliver other support duties as assigned: Perform ad hoc tasks as needed



Job requirements

Required

  • 3+ years experience in a Level 2 or Level 3 technical support capacity helping end users resolve technical issues, configure products, respond to incidents, and provide guidance consistent with established support policies, processes, and knowledge

  • Exceptional written and spoken English

  • Exceptional interpersonal and team collaboration skills, including active listening and excellent written and verbal communication skills

  • Experience working with basic web technologies such as HTML, JavaScript, CSS, git and REST APIs

  • Experience troubleshooting web applications using standard development tools

  • Bachelor’s degree or equivalent education and/or experience

  • Strong problem solving skills, intelligence, initiative, and the ability to thrive under pressure

  • Experience working with distributed global teams and managing stakeholders

Desired

  • Experience with supporting identity and access management (IAM) platforms such as Ping, ForgeRock, and SailPoint; or CIAM platforms such as Akamai Identity Cloud (formerly Janrain) and Auth0

  • Business analyst experience

  • ITIL v3 or ITIL v4 certified

  • Experience with OpenID Connect (OIDC) authentication framework

  • Experience with modern web frameworks such as Node.js, Angular, and others

  • Experience with Amazon Web Services