Total 246 maintenance engineer service job vacancies in Quezon City, National Capital Region, Philippines

Data Engineer will work closely with the rest of the product team and business peers to effectively execute Data project initiatives. This person should be able to deliver in a fast-paced and deadline-driven environment. Along with development, candidate will be responsible for maintenance of the data applications and would be expected to automate the processes with no or minimal human intervention. 

• Strong SQL
• Development and maintenance of ELT snowflake data warehouse solutions
• Collaborate with internal and external technology and business partners to implement product changes
• Produce detail design and unit test documents, as required
• Critically analyze business requirements, architect and implement Data solutions
• Define, develop and maintain standards and processes to ensure effective ETL solution
• Production maintenance
• Work closely with product manager to develop and execute action plans to address gaps
• Recommend innovations that enhance and/or provide a competitive advantage to the organization
• Communicate effectively with both the business and technical teams
• Mentor junior offshore developers to accomplish results
• Build and continuously improve data engineering best practices

As an Informatica Specialist / Data Integrator, you will be responsible for maintaining existing Informatica jobs, reviewing for possible improvements to legacy Informatica workflows, and building new ETL processes to push/pull data from primarily SQL sources to target for the Enterprise Applications domain.  The individual will work closely with the Data Governance Group and Data Owners to ensure that data is extracted, transformed, and loaded correctly and completely.  The Informatica Specialist / Data Integrator will work closely with the IT product teams and developers to maintain compliance with the enterprise data architecture standards.  The individual will help establish tools and standards needed to deliver solutions that deliver agility and benefit to the business.  The successful candidate will be a data technology evangelist who is passionate about improving IT delivery through technology in a hands-on approach.  You will have to be up to date with the latest technology trends and capabilities and will be able to demonstrate a leadership mindset, solid operational experience, and the ability to problem-solve.  Travel of up to 5% will be required outside of the country.

• Maintain and update existing Informatica workflows
• Review current Informatica workflows and recommend / complete enhancements to enable them to run efficiently and effectively
• Create Extract / Translate / Load processes to push data from sources to target
• Ensure data integrity, security, and privacy of financial data
• Collaborate with stakeholders to understand their data requirements and ensure that the architecture meets those requirements
• Implement data governance policies and procedures
• Stay current on new technologies and trends in data management and evaluating potential solutions
• Communicate effectively with both the business and technical teams

This role will give you the opportunity to:

• Work in a key part in the insurance industry, Reinsurance. The domain knowledge you will gain is in high demand.
• Be a part of an International Team: Our team is spread across USA, Philippines, and India.  
• Work in Cloud: We are heavily invested in SnowFlake Cloud and only getting started.
• Automation: You’ll work on creating new processes and tools that will replace manual processes and add more value to business.

Our CI/CD Stack:
GitHub, GitHub actions, SonarQube, JFrog Xray, ArgoCD

Our QA Stack:
Selenium, Eclipse, Java.

Our Dev & DB Stack:
.NET/SQL Server, AKS, Azure, SnowFlake

Job Responsibilities:

• Work in Cloud: We are heavily invested in SnowFlake Cloud and only getting started.
• Automation: You’ll work on creating new processes and tools that will replace manual processes and add more value to business.

Octal Philippines Inc. is a leading IT solutions company seeking a skilled and passionate individual to join our partner team as a Software Design Engineer. As a Software Design Engineer, you will be responsible for developing innovative and high-quality software solutions usingin Java, C, C++ Python, Ruby, Javascript, and Typescript programming languages. This is an exciting opportunity for someone who enjoys working in a collaborative and fast-paced environment and is looking to contribute to cutting-edge projects in the IT industry.

Responsibilities

• Write functional and design specifications
• Write original source codes and revise existing software
• Design and implements software solutions
• Perform code reviews, unit tests, integration tests, and other relevant testing
• Prepare software documents according to specific guidelines
• Estimate project scope and adheres to established guidelines and metrics for quality data
• Mentor other software engineers and acts as senior member when designated
• Keep pace with related emerging technology and trends, and introduce new tools and techniques for software development

• At least 3 years of Software Development Experience (Design , Code and Test)
• Advance knowledge and experience in Scripting, Application and Web Development
• Advance knowledge and experience in Java, C, C++ Python, Ruby, Javascript, and Typescript
• Advance knowledge and experience in Web Development Frameworks (i.e. Django); Windows and Linux OS
• Excellent verbal and written communication skills
• Excellent problem solving and analytical skills
• Exceptional teamwork and interpersonal skills

• Allowances
• Insurance, Health & Wellness
• Hospitalization Insurance
• Travel Insurance
• Accident Insurance.

We are currently hiring Customer Service Representatives to join our work from home team. In this role, you will have the opportunity to train onsite at our Cebu office before transitioning to remote work.

Responsibilities

• Handle inbound customer inquiries
• Assist customers in resolving product or service-related issues
• Provide accurate and timely information to customers
• Escalate unresolved issues to the appropriate department
• Maintain thorough and accurate customer records
• Deliver exceptional customer service in a professional and courteous manner

• With or without call center experience high school diploma or equivalent; additional education or training in customer service is a plus. 
• Flexibility to work in rotating shifts, including evenings, weekends, and holidays. 
• Amenable to work on site
•  Must be fully vaccinated

• HMO Day 
• 1 Statutory Benefits
•  Paid Time-Offs

As a WordPress Full Stack Engineer, you will play a crucial role in the development and maintenance of sophisticated web applications, specifically focusing on creating and optimizing WordPress sites within the LegalMatch platform. You will be instrumental in managing a range of web servers and executing efficient containerization strategies. A significant part of your role involves collaborating with various teams to craft and implement technology solutions that align with our goals.

This position is central to our company's commitment to delivering consistent, top-tier software solutions. It blends hands-on coding and technical responsibilities with a minor leadership role, encompassing the mentoring of other team members and upholding technical excellence across all team outputs.

Responsibilities:

• Developing and maintaining web applications using HTML, CSS, JavaScript, and PHP.
• Managing and optimizing WordPress-based websites, including theme and plugin development.
• Configuring and maintaining web servers using Apache and Nginx, ensuring high availability and performance.
• Implementing web design using CSS with the BEM (Block Element Modifier) approach to ensure clean, easily maintainable, and scalable codes.
• Utilizing Server Side Includes (SSI) for dynamic web content generation.
• Working with Docker for containerization, ensuring consistency across development, testing, and production environments.
• Implementing and managing auxiliary services like Visual Website Optimizer (VWO) and Google Tag Manager (GTM) for web analytics and A/B testing.
• Designing and managing Jenkins pipelines to automate builds and tests, ensuring efficient and streamlined development processes.
• Developing and integrating headless CMS architectures to improve website performance and scalability.
• Collaborating with cross-functional teams to understand requirements and provide technical solutions.
• Staying updated with emerging trends and technologies in web development.

• Minimum of 3 years of hands-on experience in software development, with encompassing frontend, backend, and DevOps, with proficiency in WordPress.
• Strong expertise in HTML, CSS (including BEM methodology), JavaScript, and PHP.
• Proven experience with WordPress development, including custom themes and plugins.
• Solid understanding of web server technologies (Apache, Nginx) and SSI.
• Proficient in Docker and containerized application development.
• Experience with Jenkins pipelines and best practices in automated build and testing processes.
• Familiarity with headless CMS architectures and their integration.
• Knowledge of auxiliary services like VWO and GTM.
• Excellent problem-solving skills and attention to detail.
• Strong communication and teamwork skills.

Additional Requirements:

• Updated with the technology landscape, including current and future trends.
• Proven track record in various software development projects.
• Proficiency in system-level design and web services.
• Experience with version control systems, such as Git.
• Familiarity with testing frameworks, spanning unit and integration testing.
• Can communicate complex technical concepts to diverse audiences.
• Adaptability to ever-changing conditions and priorities.

We're seeking a trailblazer who personifies agility through the following qualities and traits:

• Proactive, adaptable, and flexible
• Highly professional
• Willing to go the extra mile to achieve desired outcomes
• With strong collaboration and communication skills to work effectively with cross-functional teams
• With strong problem-solving skills
• Committed to continuous improvements and willing to experiment with new approaches and techniques to work processes

Talent Outsourcing Channel Solutions is a reputable outsourcing company that offers a wide range of customer service solutions. We are currently hiring Customer Service Agents for our Email Support/Non-Voice team. As a Customer Service Agent, you will provide exceptional customer support and assistance via email, ensuring prompt and accurate resolution of customer inquiries and concerns.

Responsibilities

● Attend to customer enquiries through emails (Zendesk) in a timely and accurate manner

● Stay on top of campaigns and promotional releases 

● Communicate customer feedback to internal / external stakeholders to champion new processes to better serve our customers

● Maintain a positive, empathetic, and professional attitude towards customers at all times

• At least 1yr experience. 
• Committed and willing to be assigned in any Site. 
• Flexible in shifting schedules.

• Salary plus high Incentives

• Paid training

• HMO benefits

• Government mandated benefits

• Paid leaves and many more

Our Purpose

Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.

The Nitty Gritty

We have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.

Role Overview and Objectives

The Service Desk Analyst is responsible for ensuring all Incidents or Request are updated in a timely manner

The core objectives and responsibilities of the Service Desk Analyst include:

1. Ensure the best service for every request

2. Adhere to the prescribed process and procedures

3. Manage self-performance and support the team

Responsibility

The Service Desk Analyst is responsible for:

· Maintain professionalism in all customer interactions, including escalations

· Address every request with an appropriate response (resolve or re-assign)

· To manage customer-related incidents ensuring a speedy resolution within the SLAs

· To assist the Field Technicians and NT Engineers in troubleshooting and resolution of problems

· To Assist in the Administration of Network Infrastructure

· Follow guidelines/script and ensure every customer interaction is quality compliant

· Log all requests and update the database as per the guidelines

· Maintain security of the network

· Keep manager updated on potential risks and performance deficiencies proactively

· Regularly updates product knowledge and technical skills using available resources

· Incorporate Datacom values into team interactions

Requirements

• Knowledge of Network Hardware including Routers, Hubs, and Switches
• Able to recreate and administer network infrastructure
• Proactive in ticket management
• Conflict resolution
• Results-oriented
• Prior experience in customer telephone support or service desk
• Experience in LAN topology and infrastructure
• Working in a constantly changing environment

Skills

• Tools usage
• Knowledge management center
• Work instruction document (SOP)
• Soft skills
• TS and problem resolution
• Written and spoken English
• 35 WPM
• Customer Service
• Empathy
• TS and problem resolution over the phone

We have a Hybrid work Arrangement, We also provide Exciting perks such as Spotter Bonus, HMO with 4 Free Dependent, Leave credits, Performance bonuses, and a work-life balance environment

Strategic Analytics is a growing team at Arch. The team develops innovative predictive models and analytical tools to improve profitability and growth. This position will help support the data engineering needs across a growing portfolio of high-profile analytics projects by developing complex data structures and pipelines leveraging a diverse set of tools and languages. This includes the following cloud based technologies: Databricks, Snowflake, Spark, Python and Azure Data Factory. As a key member of the Strategic Analytics team, you will advance our data engineering capabilities helping the team analyze data faster. 

• Work closely with predictive modelers to assemble large, complex data sets that help solve business problems and increase profitability
• Perform data manipulation and transformation using SQL and Python
• Identify, design, and implement internal process improvements: automating manual processes and optimizing data pipelines
• Discover and explore new sources of data with curiosity and creativity
• Create and maintain optimal data pipeline architecture
• Author detailed and comprehensible documentation of data pipelines and technical solutions
• Ensure data quality and completeness

• Handle inbound customer calls and inquiries
• Assist customers in resolving product or service-related issues
• Provide accurate and timely information to customers
• Document customer interactions and update customer records
• Deliver outstanding customer service in a professional and friendly manner
• Follow established guidelines and procedures for customer interactions

We are looking for a Maintenance / Utility worker to perform upkeep tasks such as repairs and cleaning. You will be responsible for applying basic fixes to equipment and ensuring facilities are tidy and functional.

Responsibilities

• Perform cleaning activities such as dusting, mopping, collecting trash etc.
• Perform minor fixes such as repairing broken locks, filling gaps in walls, etc.
• Check control panels and electrical wiring to identify issues
• Install appliances and equipment
• Conduct maintenance tasks such as replacing light bulbs
• Check functionality of safety systems (e.g. fire alarm)
• Report to maintenance/operation manager for issues
• Perform other duties assigned by the maintenance/operation manager

Strategic Analytics is a dynamic, growing team at Arch.  The team develops innovative predictive models and analytical tools to improve profitability and growth.  This position will support the technical implementation of predictive models and analytical tools of the Strategic Analytics team.  The position requires strong Python and API experience, as well as user-facing application support experience.  The role is for an individual who is open to exploring and implementing new technology in Azure and Databricks, as the team is dynamic and the technology needs and requirements are fluid and will evolve over time.

• Develop and maintain Azure Functions and APIs
• Develop libraries using Python
• Develop real time data transformations, model variable creation, and orchestration activities to support the scoring process
• Use SQL, Python and Snowflake to explore and understand underlying data, and suggest improvements for performance and best practice
• Document technical workflows and implementation processes
• Create and maintain implementation testing scripts (unit and bulk)
• Collaborate with project stakeholders and other developers
• Code development and deployment using VS Code and GitHub
• Contribute and enforce evolving best standards and practices

Strategic Analytics is a dynamic, growing team at Arch.  The team develops innovative predictive models and analytical tools to improve profitability and growth.  This position will support the technical implementation of predictive models and analytical tools of the Strategic Analytics team.  The position requires strong Python and API experience, as well as user-facing application support experience.  The role is for an individual who is open to exploring and implementing new technology in Azure and Databricks, as the team is dynamic and the technology needs and requirements are fluid and will evolve over time.

• Develop and maintain Azure Functions and APIs
• Develop libraries using Python
• Develop real time data transformations, model variable creation, and orchestration activities to support the scoring process
• Use SQL, Python and Snowflake to explore and understand underlying data, and suggest improvements for performance and best practice
• Document technical workflows and implementation processes
• Create and maintain implementation testing scripts (unit and bulk)
• Collaborate with project stakeholders and other developers
• Code development and deployment using VS Code and GitHub
• Contribute and enforce evolving best standards and practices

PROVIDE EXCELLENT CUSTOMER SERVICE TO EXISTING CLIENTS ANSWER CUSTOMER SUPPORT CALLS UPDATE CLIENT DATABASE WHENEVER NECESSARY PROMOTE OTHER PRODUCTS & SERVICES WHENEVER NECESSARY

Responsibilities / Tasks

• Provide cost wise estimates and quotation based from efficient electrical layouts & design to Application and Sales Team
• Work collaboratively with Project Engineer & Service Team during project installation, commissioning and start-up. By ensuring that installations and applications are in line with customer needs and safety standards.
• Collaborate with service technicians for troubleshooting related to electric hardware/software/automation.
• Maintain, manage, operate and modify existing control systems
• Perform risk assessments and ensure compliance with safety standards and electrical engineering codes
• Evaluate systems’ safety, reliability and performance.
• Provide advice and consultancy support in case of emergency call that pertains to electrical design and layouts.
• Manage engineering projects and deliver them on time.
• Work focus on preparing, scheduling, coordinating, and monitoring of assigned engineering projects.
• Formulating project parameters and assigning responsibilities to the most capable employees and monitoring the project team.
• Interacting with clients, interpreting their needs and requirements, and representing them in the field.
• Performing quality control tasks on budgets, schedules, plans, and personnel performance and reporting on the project's status.
• Cooperating and communicating with the project manager and other project participants and collaborating with senior engineers to create more efficient project methods and to maintain the project's profitability.
• Reviewing the engineering tasks and initiating the necessary corrective actions.
• Developing specifications for the project's needed equipment.
• Creating frameworks to measure the project's metrics and data collection.
• Establishing field test methods and methods for monitoring the quality of those tests.
• Ensuring the project's compliance with the applicable codes, practices, policies, performance standards, and specifications
• Conduct regular meetings with clients to ensure clarification and meet specific requirements in a timely manner.
• Maintain budgets and adjust according to needs as they arise.
• Track performance and analyze the completion of key goals.
• Document and report project progress to stakeholders and clients.
• Work cross functional to resolve outstanding issues.
• Promotes teamwork, maintains a positive attitude, and supports the concept of one face to our customers.
• Other task that maybe assigned by the Management.

Your Profile / Qualifications

• Licensed Electrical Engineer
• Knowledgeable in Automation is much preferred
• Field wiring skills
• Broad knowledge and technical skill in Industrial Refrigeration
• Excellent organizational and leadership ability
• Outstanding communication
• Mechanical, electrical, electronic background with a working knowledge of the other disciplines
• Commercial understanding of the impact of failure/downtime on production and ultimately customer delivery

Did we spark your interest?
Then please click apply above to access our guided application process.

ABOUT US 

BSA Solutions provides talent outsourcing services to small and medium-sized businesses. We offer global companies access to highly skilled professionals from the Philippines and Malaysia so they can build their dream teams offshore. Our vision is to be where the bright minds meet to build a community of successful companies. We help talents chart their professional careers and allow our clients to focus on strategic and high-level tasks while we care for their talent management needs. We pride ourselves on delivering exceptional results through our personalised services and our in-depth knowledge of the markets we serve. With BSA Solutions, you can be assured of a reliable and efficient partner in building your business. 

HEADLINE 

Are you ready to take your career to the next level? We have an exciting opportunity for you to join our dynamic team as a SERVICE ADMINISTRATOR. This role has been specifically designed to align with the aspirations and talents like you. 

What's in it for you? 

• Full-time, permanent position with a day-shift schedule so you can maintain a healthy work-life balance. 
• Office-based in vibrant Cebu City, offering a modern collaborative work environment. 
• Opportunity to work with cutting-edge financial tools and systems, enhancing your skills and expertise. 
• Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents. 
• Grow and develop your career with us through our technical and professional development programs. 
• Competitive Salary Package + generous benefits + personalized learning and development. 

Join us and connect and collaborate with the best minds, building a community of successful companies. 

ABOUT THE ROLE 

The Service Administrator plays a crucial role in ensuring the smooth and efficient operation of various administrative tasks within an organisation. The primary function of this role is to streamline processes, support organisational functions, and contribute to the overall effectiveness of the service or business. To be successful as a service administrator, one must possess effective multitasking skills, attention to detail, and strong organizational abilities. 

RESPONSIBILITIES 

CLIENT INFORMATION MANAGEMENT 

• Accurately inputs, updates, and manages client information within the CRM. 
• Ensure accurate and detailed records of participant demographics, preferences, and support requirements. 
• Entering data into a spreadsheet for new staff and clients 

SERVICE PLANNING AND SCHEDULING 

• Uses the CRM to create and manage service plans for NDIS participants. 
• Schedules, rosters, and tracks support services and appointments efficiently. 

GOAL TRACKING 

• Utilises the CRM to set and monitor participant goals and outcomes. 
• Tracks progress toward individualised goals and update information as needed. 
• Manages and tracks NDIS funding allocations for each participant. 
• Utilises CRM features to monitor spending, budget adherence, and funding utilisation. 
• Documents and tracks communication history to ensure continuity of care. 
• Documents participant support plans, including details on specific needs, preferences, and any changes in requirements. 

ADMIN AND DOCUMENTATION 

• Onboard contracts support workers through Employment Hero. 
• Keeps track of staff certifications and moves them into whatever system needs to be used. 
• On-call support after hours and at weekends (based on roster). 
• Ensures that all relevant stakeholders have access to updated support plans. 
• Generates reports to demonstrate compliance with NDIS regulations and guidelines. 
• Ensures accurate documentation for audits and reporting requirements. 
• Uses the CRM to identify and manage potential risks associated with participant care. 

• Documents and addresses any incidents or concerns in a timely manner. 
• Stay updated on new features and updates to the CRM system. 
• Attends training sessions to enhance skills in using the CRM effectively for NDIS coordination. 
• Adheres to strict privacy and confidentiality standards when handling sensitive participant information. 
• Uses CRM to measure and evaluate the outcomes of support services. 
• Captures data that reflects the impact of interventions on participants' lives. 

• A degree in Administration or any related field 
• Previous experience in administrative roles, particularly in a healthcare or social services setting, is often desirable but not required. 
• Familiarity with CRM systems and data management is an advantage. 
• Ability to analyse data and generate reports to demonstrate compliance with regulations and guidelines. 
• Strong problem-solving skills to identify and address risks, incidents, and concerns in a timely manner. 
• Ability to work collaboratively with other team members and stakeholders to ensure continuity of care. 
• Able to proactively identify and mitigate issues and have strong problem-solving and customer service skills. 

BSA Solutions, Inc. offers: 

• Comprehensive financial rewards and benefits that exceed market standards and the requirements of the Philippines Labor Law. 
• Comprehensive and generous HMO benefits package for you and one dependent from the start date. 

• Regular professional development coaching and mentoring to help you map out your personal and professional development plan. 
• Broad selection of exciting and engaging social events to embrace as a vibrant BSA community. 
• Psychologically safe environment for you to develop your skills and talent consistent with BSA values and 
• Frequent webcasts and discussion forums by senior leaders to obtain feedback and ideas, and genuinely interested in hearing what you have to say. 

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or any other characteristics protected by applicable law. 

We’re seeking an Infrastructure Engineer who is ready and willing to work with new technologies.  The incumbent will become part of bench resources who will undergo minimal training before getting immersed into AMIS (Arch Managed Infrastructure Services) business unit to support global technology services and operations.

The roles of the Infrastructure Engineer include being responsible for designing, building, deploying, and maintaining the IT infrastructure of various Arch entities.  In addition, he/she may also support and develop specific platforms covering server and storage systems, networking, storage and applications hosted in hybrid environments.

• Installs, configures and supports new and existing servers and network infrastructure.
• Plan and implement upgrades needed to maintain service levels.
• Develop and lead the replacement of infrastructure at end of life.
• Conducts testing and analysis of all components of network and server infrastructure components.
• Monitoring network, server, and application performance and availability to ensure business needs are met satisfactorily.
• Performing system administration tasks such as installing operating systems and software applications on computers
• Configuring computers for optimal performance by installing applications, updating system settings, and troubleshooting problems
• Maintaining computer networks by troubleshooting software and hardware problems
• Managing security by installing operating systems patches and updates, configuring firewalls and intrusion detection systems, and reviewing logs for signs of unauthorized activity
• Providing technical support for computer systems by troubleshooting problems and recommending solutions

Please note that the initial schedule for this role is Philippines mid shift from 3pm to midnight while the new hire is undergoing training.  The shift will change depending on the needs of the team, so we need candidates that are open to working any shift (day, mid, night).

Strategic Analytics is a growing team at Arch. The team develops innovative predictive models and analytical tools to improve profitability and growth. This position will help support the data engineering needs across a growing portfolio of high-profile analytics projects by developing complex data structures and pipelines leveraging a diverse set of tools and languages. This includes the following cloud based technologies: Databricks, Snowflake, Spark, Python and Azure Data Factory. As a key member of the Strategic Analytics team, you will advance our data engineering capabilities helping the team analyze data faster. 

• Work closely with predictive modelers to assemble large, complex data sets that help solve business problems and increase profitability
• Perform data manipulation and transformation using SQL and Python
• Identify, design, and implement internal process improvements: automating manual processes and optimizing data pipelines
• Discover and explore new sources of data with curiosity and creativity
• Create and maintain optimal data pipeline architecture
• Author detailed and comprehensible documentation of data pipelines and technical solutions
• Ensure data quality and completeness

Employment Status: Contract - 4 months **with high possibility of converting to probationary, depending on client's needs**

Working hours: US Eastern (8 PM to 5 AM MNL)

Work set-up: 100% WFH/Hybrid

WHAT IS YOUR ROLE:

As a Customer Support Engineer Lead, you will ensure our Customers are happy and successful by providing and leading a best-in-class support experience. You will be the leader of a Level 2 Customer Support Engineering team, responsible for resolving escalated customer inquiries and incidents for the SaaS platform. Customer Support Engineers communicate directly with customers to help resolve their requests, triage, troubleshoot and resolve platform incidents, and participate in an On-Call Rotation to ensure 24/7 support coverage. You will collaborate with Professional Services, Customer Success, Product, and Engineering to ensure timely and high-quality resolution of customer requests and incidents. Your impact will be felt throughout the company, and visible both internally and externally.  As a critical team in a growing startup, you will also help the team continuously improve tools and processes to support our growing customer base.

WHAT WILL YOU DO:

• Provide guidance and leadership to the customer support engineering team, ensuring efficient operations and a high level of customer satisfaction.
• Train, mentor, and coach team members to enhance their technical and customer service skills.
• Drive high customer satisfaction by understanding, troubleshooting and resolving customer requests and incidents
• Monitor, triage and resolve technical incidents and escalations that arise in the omnichannel support queue, meeting required SLAs
• Use existing troubleshooting guides (TSGs) and standard operating procedures (SOPs) to establish root cause for queries and provide a customer-facing root cause assessment
• Provide how-to’s, best practices, and consultative suggestions to support customers in enabling value-add use cases
• Participate in on call rotation, ensuring 24/7 coverage for escalated incidents
• Balance multiple tasks with varying priorities and urgencies
• Monitor and ensure the health of the SaaS platform
• Collaborate with Product, Engineering, Customer Success, Professional Services, and Level 1 Support to ensure quick resolution to customer challenges
• Develop an understanding of the CXHub, including how the CXHub drives value for customers, and how it fits in the customer CX/martech stacks

• Bachelor's degree or higher in Computer Science or related field
• 3-5 years of experience leading a support engineering team
• +5 years experience in customer support engineering
• 3-5 years of experience in SQL, python or similar programming languages, command line operations in a Linux environment
• 3-5 years of experience and exposure to APIs (REST, SOAP)
• Enthusiasm for working with customers through various channels to help drive customer satisfaction
• Strong problem-solving and analytical skills
• Clear communication and great collaboration skills
• Strong knowledge of algorithms, data structures, design patterns, networking and operating systems.
• Knowledge of the Software Development Life Cycle
• Understanding of Monitoring & Alerting tools (Datadog, Pagerduty, Alert Manager, etc)

• SSS
• Pag-ibig
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave

To create an outstanding experience for every customer, resolving inquiries and issues in real-time.

Strategic Analytics is a dynamic, growing team at Arch.  The team develops innovative predictive models and analytical tools to improve profitability and growth.  This position will support the technical implementation of predictive models and analytical tools of the Strategic Analytics team.  The position requires strong Python and SQL experience, as well as monitoring and maintence support experience.  The role is for an individual who is open to exploring and implementing new technology in Azure and Databricks, as the team is dynamic and the technology needs and requirements are fluid and will evolve over time.

• Develop and maintain Databricks Notebooks and Azure Data Factory Pipelines
• Develop libraries using Python
• Develop batch data workflows for analytics-driven solutions
• Build analytical tools and expand capabilities to improve monitoring of predictive model applications and processes
• Use SQL, Python and Snowflake to explore and understand underlying data, and suggest improvements for monitoring, performance, and best practice
• Document technical workflows and monitoring processes
• Collaborate with project stakeholders and other developers
• Code deployment using GitHub
• Contribute and enforce evolving best standards and practices