IT Support Engineer (Remote)

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
• Handling 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
• Working closely within engineering team for escalated technical issues
• Identify and automate steps, as part of engineering team
• 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

Required Experience & Skills:

1. 3-5 years of relevant work experience in application development
2. Software development and programming, preferably in python
3. Troubleshooting and resolving customer issues
4. Working with multi-disciplinary teams
5. Excellent written communication
6. Experience documenting process and procedures to scale team activities
7. Experience with Zendesk, Jira, GitHub, Confluence, Intercom is desirable but not required
8. Background in IT applications engineering (not infrastructure or systems administration)
9. Demonstrated coding ability for application development
10. Experience implementing automation solutions for manual processes
11. Familiarity with JSON configuration and data structures
12. Problem-solving skills with a proactive approach to efficiency improvement

Tech Stack requirements

1. JSON: Strong understanding of JSON data structures and ability to make configuration changes to JSON-based scorecards
2. Application Development: Experience with application-side engineering (not infrastructure/systems engineering)
3. Programming Languages: Proficiency in relevant programming languages for application development and automation
4. Ticketing Systems: Ability to quickly learn and work with technical support ticket management platforms
5. Automation Tools: Experience with tools and frameworks for process automation
6. Python

Hiring Process:

1. Phone screening
2. Behavioral interview
3. 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.

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
• Handling 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
• Working closely within engineering team for escalated technical issues
• Identify and automate steps, as part of engineering team
• 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

Required Experience & Skills:

1. 3-5 years of relevant work experience in application development
2. Software development and programming, preferably in python
3. Troubleshooting and resolving customer issues
4. Working with multi-disciplinary teams
5. Excellent written communication
6. Experience documenting process and procedures to scale team activities
7. Experience with Zendesk, Jira, GitHub, Confluence, Intercom is desirable but not required
8. Background in IT applications engineering (not infrastructure or systems administration)
9. Demonstrated coding ability for application development
10. Experience implementing automation solutions for manual processes
11. Familiarity with JSON configuration and data structures
12. Problem-solving skills with a proactive approach to efficiency improvement

Tech Stack requirements

1. JSON: Strong understanding of JSON data structures and ability to make configuration changes to JSON-based scorecards
2. Application Development: Experience with application-side engineering (not infrastructure/systems engineering)
3. Programming Languages: Proficiency in relevant programming languages for application development and automation
4. Ticketing Systems: Ability to quickly learn and work with technical support ticket management platforms
5. Automation Tools: Experience with tools and frameworks for process automation
6. Python

Hiring Process:

1. Phone screening
2. Behavioral interview
3. 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.