IT Support Engineer

Things to know before applying:

You must have your own work equipment
You are able to work remotely
You can work full-time for this role
Experience working with clients/companies outside PH is an advantage
Only candidates who meet the requirements will be contacted
You can start ASAP
Job Description:

We are seeking an IT Applications Engineer/Customer Support Engineer who can manage support tickets while identifying opportunities for process improvement through automation. The ideal candidate will have strong application development skills, problem-solving abilities, and the initiative to automate repetitive tasks. This role requires someone with the right attitude toward innovation and efficiency.

Key Responsibilities:

Handle configuration changes to JSON-based scorecards
Manage incoming technical support tickets
Analyze ticket patterns to identify opportunities for automation
Develop and implement automation solutions for repetitive tasks
Work on automation projects with 2-week completion timeframes
Continuously improve efficiency of support operations
Handle customer tickets through to resolution, including customer inquiries, technical issues, and concerns
Create how-to guides and educational material to deflect customer tickets
Maintain and add to the Support Team Knowledgebase
Phrase Library Management / New Scorecard Development / Existing Scorecard Enhancement
Work closely within engineering team for escalated technical issues
Identify and automate steps, as part of engineering team
Database management using PostgreSQL, including querying, troubleshooting, and data modification
Build internal tools to streamline support processes
Cross-functional problem-solving across different parts of the platform
Configuration Management: Handle configurations and changes to JSON-based scorecards
Pattern Recognition: Within the first 3 months, identify patterns in recurring tickets
Automation Development: Proactively develop automation solutions for suitable repetitive tasks
Continuous Improvement: Maintain the right attitude toward identifying and implementing efficiency improvements
Qualifications:

1-3 years of relevant work experience in software development preferably in Python
Experience troubleshooting and resolving customer issues
Working with multi-disciplinary teams
Excellent written communication
Experience documenting process and procedures to scale team activities
Experience with Zendesk, Jira, GitHub, Confluence, Intercom is desirable but not required
Background in IT applications engineering (not infrastructure or systems administration)
Demonstrated coding ability for application development
Experience implementing automation solutions for manual processes
Familiarity with JSON configuration and data structures
Problem-solving skills with a proactive approach to efficiency improvement
Experience working with SQL databases, particularly PostgreSQL
Knowledge of database transactions and schema migrations
Ability to "wear many hats" and adapt to various technical challenges
Tech Stack requirements:
JSON: Strong understanding of JSON data structures and ability to make configuration changes to JSON-based scorecards
Application Development: Experience with application-side engineering (not infrastructure/systems engineering)
Programming Languages: Proficiency in Python for application development and automation
JavaScript/TypeScript: Working knowledge for front-end troubleshooting
SQL: Experience with PostgreSQL for database queries and data manipulation
Ticketing Systems: Ability to quickly learn and work with technical support ticket management platforms
Automation Tools: Experience with tools and frameworks for process automation, including Windmill
AWS Cloud Services: Familiarity with services like S3 is a plus
Git: Working knowledge of version control
Hiring Process:

Phone screening
Behavioral interview
Client interview
About Adaca:

Adaca is at the forefront of bridging software development solutions by connecting Australian mid-tier companies with top-tier talents in the Philippines. Our unique approach is rooted in creating an employee-centric experience that fosters a simple, low-pressure environment for our developers. This philosophy not only enhances productivity but also delivers unparalleled value to our clients, fostering a cycle of growth and talent attraction.