Application Support engineerease solutions Pte Ltd

We are looking for Application Support Engineers to provide enterprise-level assistance to our customers. You will be the main contact point for our Atlassian App customers in our service desk.
Responsibilities
Analyze and respond to tickets in our service desk portal
Diagnose and troubleshoot technical issues
Review log files for errors and anomalies
Ask customers targeted questions to quickly understand the root of the problem
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers or sales)
Follow-up regularily on escalated issues
Provide prompt and accurate feedback to customers
Refer to internal knowledge base or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Create and update user documentation
Prioritize and manage several open issues at one time
Ensure that new processes and remediation are documented comprehensively and communicated to the respective team members
Administer and maintain the knowledge base articles and FAQ for respective applications
Maintain jovial relationships with clients
Requirements
Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role
Preferably with good knowledge of Atlassian tools
Knowledge of debugging tools, reading error logs
Hands-on experience with troubleshooting of web applications
Ability to diagnose and troubleshoot basic technical issues
Excellent problem-solving and communication skills
Able to navigate through difficult conversations with professionalism and maintain a calm and empathic approach
Ability to provide step-by-step technical help
Familiarity with Linux is an added advantage
Experience with scripting languages (e.g. Python) is a plus
BS degree in Information Technology, Computer Science or relevant field
Benefits
Paid Time Off
Flexible Working Time
Medical
No travel
Workable

Cebu City, Cebu
Permanent
Full-time