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Senior Support Engineer

PHP 30,000 per month

Link365 Global Solutions Inc.

With business certificates
Established in 2016 | 11-50 employees
Unit 308-A 3rd Floor OITC 1 Oakridge Business Park808 A.S. Fortuna St., Mandaue City, Cebu
Posted on : December 09, 2020
Job ID : 369176


Link365 Global Solutions Inc. (Link365) is an IT company located au unit 2-806, 8th floor, I.T. Center 2, Oakridge Business Park, A. S. Fortuna St, Mandaue City, Cebu. Link365 is an affiliate of CreateIT a company located in Poland, in the heart of Europe and is concentrated on delivering durable web solutions of high integrity. CreateIT has over 15 years of experience in IT, creating cutting-edge complex B2B and B2C web systems and applications as well as delivering top-notch direct outsourcing. 
We offer services worldwide, among others, in countries such as the U.S.A., Great Britain, Germany, Australia, Sweden and Poland. We have provided support to small start-ups, created and developed software for medium-sized operations and have earned respect and trust from larger organizations of which include: PKO BP, ADP Polska, ADP Swiss, T–Systems Polska, KönigStahl, Löwen Play, Frontline Solutions Ltd., Avas Flowers International and Top Concepts GmbH. 
The Senior Support Engineer is responsible for ongoing daily customer technical support. A technical engineer must interact with customers in a professional manner to provide and process information in response to inquiries, concerns, and requests about the supported online gaming platform. 
We are looking for a well-rounded support engineer that has the ability to learn our software. You will be supporting external customers over the online chat and email. You will gather information and troubleshoot customer issues by evaluating, analyzing, and identifying symptoms related to our software application. You will be working with our talented software engineers in resolving the identified issues. 
This is a full-time position with mid-shift business hours. 
  • Collaborate with the support and implementation team members to provide first class support.
  • Respond to customers’ support inquiries through email and support portal in a timely and professional matter. 
  • Manage support issues and coordinate resolution efforts among Tier 1 software engineering team members. 
  • Work on customer support problems related to systems administration, configuration, upgrades, and system usability issues. 
  • Assist customers in Tier 1 support activities, such as user registration and payments processing.
  • Escalate and manage system issues that cannot be resolved by our Tier 1 team to our implementation or development team members and coordinate customer communications on such issues until resolution. 
  • Updating support scripts and system documentation.
  • Good knowledge of English, both orally and written 
  • Knowledgeable in German Language (B2 Level)
  • At least 3 years of experience in a similar position 
  • Excellent problem determination and problem-solving skills 
  • Must be able to work and cope under pressure on limited timelines 
  • Bachelor’s degree in computer science, engineering, information systems or related fields.
  • Advanced proficiency in computer skills, 
  • Ability to create technical documentation and procedures, 
  • Experience in software development or testing will be an advantage, 
  • Knowledge of German will be an additional plus 
  • An incredibly competitive compensation package (basic salary plus allowances) â 13th’mo. Pay and other government-mandated benefits 
  • 15 days’ vacation leaves plus 15 days sick leave 
  • Health insurance package (HMO- Maxicare) 
  • Mondays-Fridays working schedule (Weekends off) 
  • Free snacks every day (freshly brewed coffee, bread, fresh fruits, etc.) 
  • Pizza days celebration 
  • Monthly Employee Reward System 
  • Work with developers around the world 
  • We keep our code in GitLab (like GitHub but cooler) 
  • CI/CD – our Continuous Integration and Continuous Deployment is handled by Jenkins so once you push the code, our server updates it automagically 
  • We host our solutions on Amazon Web Services (AWS), Dockers and bare metal if needed â Quick daily calls (Dailies) help us to make sure every Team Member knows what his team is working on 
  • Our work is divided into Sprints (i.e. Agile approach) 
  • Kanban boards are where we keep track of our progress (via Active Collab online ticketing system)

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