Technical Support Engineer - Smart Devices

apply-superstaffjobsAngeles, Pampanga, Philippines

On-site Full-time

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Experience Level

Experience

Qualifications

Requirements:2 to 4 years of experience in technical support, IT support, operations engineering, or a related technical role. Proven ability to diagnose and resolve technical issues in a production or operational environment. Familiarity with analyzing logs, alerts, dashboards, and monitoring data to pinpoint issues and formulate next steps. Working knowledge of Linux environments, including basic command-line troubleshooting and familiarity with tools like journalctl. Excellent written English communication skills, with the capacity to clearly document issues, findings, and resolutions. Self-motivated with the ability to work independently in a fast-paced environment.

About the job

The Technical Support Engineer for Smart Devices helps keep smart fridges and vending machines running smoothly for our client. This role supports Service Technicians and internal operations teams, aiming to maximize system uptime, connectivity, and performance. The position is based in Angeles, Pampanga, Philippines.

Daily work includes troubleshooting escalated technical issues, monitoring system health, and documenting recurring problems and solutions. Collaboration with engineering teams is key to improving the long-term reliability of these connected devices.

What You Will Do

Triage and resolve technical issues escalated by Service Technicians and operations teams using documentation and troubleshooting guides.
Monitor system alerts, dashboards, and incident queues to spot and address problems affecting fridge uptime and performance.
Analyze logs, alerts, and system behaviors in a Linux-based environment to diagnose technical problems.
Support field teams with troubleshooting for hardware-integrated software systems and smart fridge devices.
Escalate critical incidents to engineering teams, providing detailed documentation and context for resolution.
Document new issues, root causes, and solutions to expand the internal knowledge base.
Track trends in technical failures and share insights to boost operational efficiency and product reliability.
Work with Engineering and Operations to address systemic issues and help implement lasting solutions.
Maintain accurate records of incidents, resolutions, and support actions.
Contribute to refining support workflows, documentation standards, and escalation procedures.
Communicate clearly with distributed teams in an asynchronous work setting.
Follow established service standards and protocols to ensure timely resolution of issues.

Who Thrives Here

Success in this role calls for strong technical skills, resourcefulness, and comfort working in a distributed support environment. Experience with Linux-based systems and a knack for clear communication are valuable assets.

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