Customer Technical & Site Reliability Specialist
Willow
- Manila City, Metro Manila
- Permanent
- Full-time
- Manage and resolve customer technical support issues
- Reproduce technical issues and identify the root cause
- Collaborate with internal and external engineering teams to solve technical support problems
- Raise product bugs with Software Engineering
- Report on performance and availability of the WillowTwin
- Assist in the development and reporting of Service Level Indicators measuring product service quality
- Maintain systems for automated fault detection and reporting
- Work with Engineering teams to automate Event capture from Willow systems
- Develop automated Event processing rules to diagnose and escalate faults
- This position requires a nightshift schedule
- Essential Skills:
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Experience working with software vendors
- Nice to have:
- Familiar with customer support tools and processes: Zendesk, Confluence etc.
- Degree or diploma in software engineering or a related technical discipline
- Flexible working arrangements
- Remote/hybrid working where applicable
- Competitive salary banding based on the work you do
- Career Learning & Development through Willow Academy (Education) Program
- Up to 3 days leave each year to use towards volunteer projects you love
- Employee Assistance Program
- Embracing parenthood with parental leave
- Medical insurance coverage (U.S and PH)
- 401K retirement plan (U.S)