Job Description
About Us
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals
The Role
The Level 2/3 Technical Support Engineer provides advanced technical and application support to customers and internal teams. The role is responsible for investigating and resolving complex technical issues that require a higher level of technical expertise than standard Level 1 support. Works with 3rd party vendors and Customers with API integration. The position acts as a technical bridge between the Support Team and Development, QA, Infrastructure, Product and other technical teams. The role uses structured troubleshooting, application logs, databases, cloud platforms and technical tools to diagnose issues, identify root causes and deliver timely and effective resolutions. The successful candidate will have a strong customer focus, excellent analytical and troubleshooting skills, and the ability to work collaboratively across technical and business teams. Key Responsibilities
- Provide Level 2/3 technical support for complex application incidents and service requests
- Investigate application issues using a structured and methodical troubleshooting approach.
- API- support and ownership
- Analyse application behaviour, error messages, system responses and configuration to identify potential causes.
- Reproduce issues where required to assist with diagnosis and resolution.
- Investigate recurring issues and contribute to root cause analysis.
- Support critical and high-priority incidents through investigation and resolution.
- Identify whether an issue is related to application configuration, data, infrastructure, integration or software defects.
- Escalate issues to Development, Infrastructure or other technical teams when specialist assistance is required
- Maintain ownership of escalated issues through to resolution.
- Support continual service Improvement
Technical Skills
- Application troubleshooting
- Windows and Microsoft 365
- Basic SQL
- Programming concept (JavaScript)
- Log monitoring *CloudWatch, Elastic or similar)
- Data extraction tools
- Cloud Platform Knowledge (S3 bucket, Lambda, EC2)
- Ticketing systems
- Knowledge management systems
Qualifications
Relevant IT qualification or equivalent experience.
ITIL Foundation (desirable).
Experience
Essential:
- 3-5 years in an Application Support or Dev Support
- Strong application troubleshooting and diagnostic skills
- Experience with API's, web services or integrations
- Working knowledge of cloud environments, including EC2, S3, Lambda and CloudWatch
- Strong analytical and problem-solving skills
- Basic to Intermediate SQL skills
- Experience working with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice
- Experience supporting enterprise software applications
- Strong written and verbal communication skills
- Experience working to SLAs and KPIs
Desirable
- ITIL Knowledge or experience working with ITIL-aligned support processes
- Understanding of programming concepts and the ability to interpret basic code, preferably JavaScript
- Experience working with MERN stack
- Experience supporting SaaS or enterprise applications
- Experience performing root cause analysis
- Familiarity with scripting or automation
- Experience with AWS services
- Experience working with Development, DevOps, Engineering or Infrastructure teams
- Experience with incident and problem management
Success Profile
A Successful Level 2/3 Technical Support Engineer Consistently
- Delivers excellent customer service.
- Resolves incidents efficiently and accurately.
- Maintains high-quality ticket documentation.
- Communicates proactively with customers.
- Demonstrates strong troubleshooting and analytical skills.
- Collaborates effectively across technical teams.
- Contributes to continual service improvement.
- Builds strong product knowledge and shares expertise with colleagues.
- Continuous learning
- Strong ability to manage time and set appropriate priorities
- Calm under pressure
Schedule
- Monday -Friday 6AM-3PM PH Time
Work Location
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
PH
