L3 Technical Support Engineer - ITIL / Incident Management - Quezon City

Be a part of our fast-growing team and unchain all the possibilities!

What is your mission?

This role requires hands-on technical support experience, strong B2B communication, and flexibility to work shifting schedules and rotating on-call weekends.

You will provide the best service to our partner brands by performing these tasks:

• Serve as the first point of technical contact for incidents, provide communications, and escalate as needed.
• Manage incidents through resolution and root cause analysis, including on-call support during shifts.
• Identify and manage problems by facilitating review sessions and preparing root cause documentation.
• Facilitate configuration and change requests following ITIL processes, including testing and release coordination.
• Maintain accurate internal documentation, runbooks, and knowledge articles to improve support quality.
• Monitor incident trends and create knowledge articles to promote self-service.
• Collaborate with third-party vendors to ensure consistent, high-quality end-to-end support.

• Bachelor’s degree in IT, Computer Science, or equivalent education/experience.
• 2+ years’ experience in technical support (L2 or L3), assisting end users with incident resolution, configuration, and product support.
• Strong B2B communication skills with excellent written and verbal English.
• Experience with HTML, JavaScript, CSS, Git, and REST APIs.
• Familiarity with CRM/ticketing tools such as ServiceNow, Slack, MS tools.
• Experience with CIAM (Customer Identity & Access Management) is a plus.
• Knowledge of ITIL practices for incident, problem, change, and knowledge management.
• Flexible to shifting schedules (early morning, mid-shift, night shift) and willing to take part in rotating weekend on-call support.
• Strong interpersonal and collaboration skills, with active listening and problem-solving abilities.

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks