Technical Support Engineer

The Technical Support Engineer is a technical expert responsible for resolving moderate to complex customer issues within a skill-based routing model. This role manages support cases across Five9’s core services, integrations, and platform components, including CRM, VCC, Studio, APIs, and telephony. TSEs are expected to demonstrate strong diagnostic skills, technical independence, and effective cross-functional collaboration to ensure timely, high-quality outcomes. They handle cases requiring in-depth troubleshooting, system simulation, and root cause analysis, while working closely with Engineering and Product teams to address systemic issues or feature limitations. In addition to delivering technical resolution, the TSE plays an important role in enhancing process maturity, improving knowledge resources, and supporting consistent service performance across the global support organization.

Key Responsibilities:

• Own and resolve complexed technical cases involving application performance, call routing, platform behavior, or system integration inconsistencies.
• Troubleshoot and debug issues related to CRM integrations, VCC Studio logic, outbound campaigns, IVR paths, and API connectivity.
• Conduct root cause analysis using tools such as Wireshark, browser/network diagnostics, and system logs.
• Simulate customer environments and replicate reported issues in staging environments to validate fixes or confirm defects.
• Collaborate with Engineering, Product, and Support Development teams to document product issues and provide reproduction steps and logs.
• Act as a subject matter resource within assigned product domain and contribute to coaching or knowledge transfer to peers and Associate TSEs.
• Maintain accurate, complete case documentation and ensure timely updates and resolution based on SLA requirements.
• Create or update internal documentation, runbooks, and technical guides to drive consistency and support operational scalability.
• Provide technical insights during internal syncs, product calibrations, or post-incident reviews to improve support quality.
• Monitor assigned queues, prioritize workload effectively, and contribute to case deflection through proactive support.
• Communicate effectively and professionally with customers throughout the case lifecycle, ensuring clarity, confidence, and trust.
• Stay current on product features, system updates, and platform changes through active participation in enablement sessions and training.
• Participate in readiness activities for new product releases, migrations, or customer enablement rollouts.
• Contribute to metrics around case throughput, SLA adherence, first-touch resolution, and customer satisfaction.

Minimum Requirements:

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related technical field
• 5–7 years of experience in technical support, SaaS support, or cloud-based customer engineering
• Proficiency in analyzing network, browser, and API traffic to identify errors or bottlenecks
• Demonstrated ability to troubleshoot integrated systems involving CRMs, dialers, APIs, and SSO flows
• Hands-on experience with ticketing systems (e.g., Salesforce, Zendesk, Jira) and remote troubleshooting tools
• Strong verbal and written communication skills, especially in high-pressure or customer-facing situations
• Proven track record of independently resolving complex technical issues with minimal supervision
• Experience working in structured SLA environments and maintaining case hygiene and escalation protocols
• Availability to work flexible shifts as part of global 24/7 support coverage
• Commitment to documentation standards, operational consistency, and knowledge sharing

 

Preferred Qualifications:

• Experience supporting CCaaS platforms such as Five9, Genesys, NICE/InContact, or Talkdesk
• Hands-on experience with tools like Wireshark, Postman, Salesforce Service Cloud, Studio or IVR design environments
• Working knowledge of RESTful APIs, webhooks, JSON, and session logging
• Understanding of contact center architecture, dialer logic, campaign optimization, and call routing strategies
• Familiarity with VoIP protocols (SIP, RTP), latency metrics, and network diagnostics
• Certification in AWS Cloud Practitioner, CCNA, ITIL, or other relevant industry credentials
• Background in supporting multi-tenant SaaS environments with real-time service delivery
• Experience contributing to runbook creation, release testing, or technical onboarding programs
• Strong cross-functional collaboration experience with product, engineering, or quality teams
• Interest in mentoring junior engineers or participating in technical onboarding sessions

 

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)