Technical Support Engineer (APAC) | AU Company

• Engagement: Independent Contractor, Full-Time
• Location: Work From Home
• Equipment provided
• Opportunity to work with a growing global software and operations team supporting enterprise customers across the APAC region.

Join a fast-paced operations and support environment where you will play a critical role in customer onboarding, technical troubleshooting, cloud environment support, and software implementation delivery. This is a project-based role focused on executing defined implementation and onboarding initiatives with clear deliverables, timelines, and success criteria.

Ideal for a technically capable support professional who enjoys structured project execution, problem-solving, and direct customer engagement across multiple stakeholders.

You will act as a key bridge between customers and internal teams, ensuring seamless delivery from onboarding through implementation, stabilization, and continuous improvement.

• Manage customer onboarding and implementation activities, ensuring projects are delivered on time and aligned with internal standards and client expectations.
• Support software delivery projects including deployments, upgrades, migrations, and environment configuration.
• Provide day-to-day technical support across phone, email, chat, and online meetings for global customers.
• Investigate, troubleshoot, and resolve technical issues across software, infrastructure, networking, and cloud environments.
• Monitor and prioritize support tickets based on severity, business impact, and SLA requirements.
• Escalate critical or high-impact issues appropriately while maintaining ownership of customer communication and resolution tracking.
• Assist in supporting and maintaining AWS cloud-hosted environments to ensure system stability and performance.
• Collaborate with the Sales team during solution scoping discussions to align customer requirements with platform capabilities.
• Identify opportunities for additional products, services, or process improvements during customer engagements.
• Create and maintain technical documentation, troubleshooting guides, and internal knowledge base resources.
• Accurately log customer interactions, troubleshooting activities, and time spent for reporting and operational visibility.
• Contribute to internal process improvement initiatives and support team knowledge-sharing efforts.
• Assist in upskilling team members through collaboration, documentation, and technical support best practices.

• 3+ years’ experience in technical support, software implementation, IT operations, or a similar client-facing technical role.
• Strong troubleshooting mindset with the ability to investigate and resolve technical issues independently.
• Experience supporting SaaS platforms, cloud-hosted applications, or enterprise software environments.
• Basic scripting or automation experience is advantageous.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced support environment.
• Excellent English communication skills, both written and verbal, with strong customer-facing capability.
• Highly proactive, detail-oriented, and comfortable collaborating across global teams.
• Ability to work independently while maintaining strong accountability and ownership of outcomes.

Technical Requirements:

• Networking: Understanding of IP/MAC addresses, Static vs. DHCP, VPNs, and SSH
• (including Port Forwarding).
• Web & APIs: Proficiency in Browser Dev Tools to identify web request issues, familiarity with API Response Codes, and Get/Post requests.
• Data & Scripts: Handling JSON, TSV, CSV, and XML data types; writing basic scripts to automate repetitive tasks.
• CLI & Linux: Navigation of Terminal/Command Prompt, using text editors, and monitoring logs in real-time.
• Cloud & Hardware: Diagnosing hardware failures (Disk/RAM/High Load); basic AWS/Cloud scaling and resource allocation.

• Experience supporting hardware troubleshooting and diagnostics
• Exposure to software implementation or migration projects
• Previous experience working with international clients or global support teams
• Understanding of ticketing systems, SLA management, and support operations metrics
• Please note: Due to logistical considerations, we can only accept applicants residing in Metro Manila or nearby provinces.