Support Ops Engineer



Customer Service, Operations
Makati, Metro Manila, Philippines
Posted on Tuesday, July 9, 2024

Job Summary:

The Support Operations (SupportOps) Linux Engineering is primarily responsible for ensuring all tickets, escalated from our Customer Support team, are addressed within the Operational Level Agreement (OLA) timeframe with relevant information. They communicate, both written and orally, with our Customer Support team to improve First Day Resolution (FDR) and provide exceptional and timely service. The SupportOps Linux Engineer receives critical service alerts or direct assignments from various departments and must be able to correlate customer problems to system alerts. They are responsible for resolution, via the ticketing system or direct communication, of customer issues through self-resolution or warm escalations.


  • Monitor ticket queue for tickets needing next level support (escalated tickets).
  • Translate technical responses to customer facing updates.
  • Understand system level alerts and associate with potential customer impact.
  • Investigate system logs and cross reference planned events to answer customer inquiries.
  • Escalated issue ownership and responsible for resolution and customer updates.
  • Communicates planned maintenances, impact, and timelines to Customer Support.
  • Uses instant messaging, email, and or phone to collaboratively resolve customer and service impacting issues.
  • Speak with customers directly to resolve issues.

Required Skills/Abilities:

  • Basic Linux (Red Hat 7+) AND/OR Microsoft Server 2016+ , 3rd party applications, and proprietary application troubleshooting.
  • Troubleshooting complex email routing issues.
  • Troubleshooting distributed applications.
  • Reading and comprehending basic Linux AND/OR Windows scripts.
  • Troubleshooting common Linux AND/OR Windows stack technologies.
  • Attention-to-detail when it comes to communication and documentation.

Education and Experience:

  • 3+ years of direct customer support experience.
  • 1+ years of experience in RedHat 7+ or Microsoft Server and 3rd party application support.
  • Recognition for outstanding customer support.
  • Proven initiative, positive attitude, team oriented, self-motivated, and highly enthusiastic.

The successful candidate must be flexible to work in shifting schedule.