Technical Support EngineerSynpulse Philippines Inc.

At Synpulse, we help local and multinational banking and insurance industries in their journey towards digital transformation by using the latest technologies. The growth of our company paves way for us to continuously form a new technology team and adopt the latest tech, modern tools, and new ways of working.
Joining us will give you exposure to collaborate in a diverse and inclusive team with an entrepreneurial mindset. In Synpulse, you will have the opportunity to make a difference by being a part of our team who creates transformative outcomes - from inception to reality.
We believe in creating and applying knowledge through sharing. So, our technical career path specifically supports that you will grow and share your knowledge through collaboration, both internally and externally.
The Role
We are looking for a Technical Support Engineer who will manage our client's maintenance and support service to improve system stability with faster time to problem resolution, better customer experience, and serve as single point of contact with competent response and follow-through.
Service Desk/Level 1 Support
Provides Level 1 support activities.
Manages communication to clients.
Tracks tickets to closure within the agreed service levels.
Provides Level 1 diagnosis and resolution activities, escalating to Level 2 where resolution is not possible.
Escalates problem that cannot be resolved within the agreed timeframe.
Responsible for the categorization and prioritization of tickets.
Conducts user satisfaction reviews and drives improvement.
Application Management/Level 2 Support
Provides Level 2 support activities.
Performs investigation and root cause analysis.
Manages preventive and corrective maintenance action.
Coordinates the resolution and escalation to Level 3.
Documents the workaround and incident resolutions.
What We Look For:
Has experience in software/technical support.
Has experience in support processes and methodology.
Has applied knowledge in banking systems.
Has experience working in JIRA.
Has good knowledge of various software applications for testing and troubleshooting.
Has software development experience in Java and other programming languages.
Can explain well technical information to clients.
Analytical, efficient and has attention to details.
Fluent in speaking and writing in English.
Has entrepreneurial spirit.
What's In It For You
You'll be part of a team that is inclusive and diverse.
Our company is committed to creating a flexible, supportive work environment that helps you effectively manage your work and family commitments.
We provide a competitive benefits package effective once you start working for us.
You'll have an opportunity to share and test your ideas as we embrace innovative and entrepreneurial mindset.
Support in career growth and professional development through our Academy program, trainings, and/or certifications.