Software Support Engineer
Cubic Telecom
- Manila City, Metro Manila
- Permanent
- Full-time
- Investigate and troubleshoot issues on Cubic’s software platform.
- Collaborate with software developers and App Support Engineers to identify, evaluate, and resolve application and system issues.
- Take ownership of customer issues escalated by the App Support team and see problems through to resolution.
- Support consistent uptime of the platform by reacting to alarms, monitoring performance and escalating issues to service owners as required.
- Document customer interactions and resolutions accurately and thoroughly
- Contribute to the development and maintenance of support documentation, knowledge base articles, and best practices.
- Perform root cause assessment and debug all issues and incidents assigned to Level 3.
- Participate in product testing and quality assurance activities.
- Stay up to date with product knowledge and latest industry trends
- Collaborate with cross-functional teams to improve overall product and customer experience.
- Assist Support Engineering Manager with development, documentation and rollout of new operational processes and enhancement and enforcement of existing operational processes.
- Ensure any Production discovered issues result in improvements to the relevant Monitoring and Testing strategies and activities of Cubic teams.
- Assist in PI planning and team refinements to ensure potential issues are discovered prior to production releases.
- Represent Support concerns where needed in technical planning.
- Bachelor’s degree in computer science, Software Engineering, or related field
- Strong technical troubleshooting and problem-solving skills
- Experience providing software support or customer service.
- Excellent written and verbal communication and technical writing skills
- Attention to detail and strong organizational skills.
- Proven track record of working independently and with small and large teams.
- Ability to work unsupervised and take responsibility for the completion of tasks.
- Adaptable and flexible in approach to work
- Experience with SQL and relational databases
- Knowledge of and experience with programming concepts
- Experience with cloud infrastructure (Azure)
- Experience in telecommunications or IoT industry.
- Understanding of networking principles and protocols
- Familiarity with Agile/Scrum methodologies
- 25 days annual leave + 2 company days
- Health Insurance
- Pension Contribution
- Income Protection
- ESOP
- Tax saver scheme
- Bike to work scheme
- Sports and social activities
- Great annual office outings (Summer BBQ, Christmas party, charity runs)
- Bits & Bobs days (Half day every quarter to get your Bits & Bobs done)
- Learning and Development Opportunities