Metro Manila
Technical Support Engineer with over three years of experience in SaaS environments, specializing in troubleshooting and resolving complex technical issues. Experienced in diagnosing API integrations, front-end technologies, and workflow challenges while collaborating with Tier 2 Technical Support and Customer Success teams to deliver timely solutions and consistently meet service level agreements (SLAs). Dedicated to providing exceptional customer support, contributing to product enhancements and knowledge base documentation, and continuously expanding technical expertise.
Maintain clear and proactive communication with clients by providing timely updates throughout the troubleshooting process, ensuring customer satisfaction and compliance with SLAs. Identify recurring platform issues by analyzing system performance and behavior, and contribute to continuous improvements in support processes and technical documentation. Troubleshoot, diagnose, and resolve technical issues related to widgets, products, and API integrations. Assist with the customization and implementation of widgets to meet client requirements on their platforms.