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Lead Product Support Engineer
2 to 4 Years
With Business Certificates
Established in 1998
7/F Cebu IT Tower 1, Cebu Business Park, Luz, Cebu City, Cebu
Posted On: September 14, 2021
Job ID: 388018
LEAD PRODUCT SUPPORT ENGINEER
Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners grow stronger and achieve their missions. Like our clients, our nearly 2,200+ employees strive to improve the world in which they live, and we believe that technology plays an important role in that. We are techies and volunteers who dream big and are motivated by more than just a cool job (though that’s a great perk). The Community Brands culture is one where employees can pursue this passion as part of their profession, and we’re looking for great employees to join us!
YM Careers is seeking for a talented Lead Product Support Engineer to guide our Product Support Engineering team and work within the Product Development team, ensuring that we deliver well tested software that meets the business requirements of our organization and its customers. As a Lead Product Support Engineer, you will provide effective support for products developed in our organization. You will be responsible for testing and providing technical troubleshooting during development and beta testing. You will also provide phone, video conference, and other online support, in addition to in-person training, for internal users and/or our clients. Additionally, our Product Support Engineers oversee software deployments, are responsible for ensuring product quality, overview the security and integrity of the product to minimize privacy concerns.
A degree or experience in quality control, systems, or a related field is preferred. Candidates with industry certifications will receive preference. Qualified candidates will have advanced problem-solving skills and pay close attention to detail. Must be a quick study to gain extensive knowledge of company products, be able to multi-task, think on your feet, able to excel in a fast-paced environment, and be able to adapt to changes in product requirements. Additionally, you must have excellent communication and interpersonal skills, work well in a team environment with other engineers, but still be able to work independently and perform at a high level. Proficiency with proprietary software, as well as office applications to communicate with higher management and other team members, is required. This position will be located in our Cebu Office.
In this role you’ll:
Triage, analyze, and resolve customer concerns and problems, diagnose the root cause, and document interactions
Provide troubleshooting, technical, and software advice and suggestions
Conduct trainings and create documentation for team members and users
Help create test cases and perform user acceptance testing for large feature deployments
Become a subject matter expert for our product and its features
We'd love to have you if you possess...
BS in Computer Science, Engineering or related field, or relevant experience
4+ years of experience with manual cross browser testing
4+ years of experience in gathering functional requirements and breaking down test scenarios into executable test cases
Excellent problem-solving skills with a strong attention to detail
Excellent verbal and written communication skills
Must be a self-starter who thrives in a team-oriented environment
Proven propensity to learn new technologies quickly
Experience with CRM software systems, web content management systems, membership management systems or other association software tools
Technical skillset should include working knowledge of MS SharePoint, MS Word, MS Access, MS Outlook, MS Excel, HTML, XML and browser technologies, including developer tools
Experience working in Agile methodologies
Experience in Jira or related test management/bug tracking tools
Good People, Doing Good Things
Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. And we look forward to you being part of our story!
At Community Brands, a great company awaits you...
Generous Allowances and Benefits
Quarterly Performance Bonus
Flexible Planned Paid Time Off
Annual Leave Credit Conversion
Dependents' HMO Coverage
Comprehensive Life Insurance
Purpose Driven Culture
Passionate about Community Involvement
Equal Opportunity Employer