Support Engineer/SQL Programmer

The Support Engineer/SQL Programmer plays a vital part in helping progress the client’s platform by providing the highest level of support to clients through the company’s CRM and create a frictionless and flawless user experience. This role will play an important part in maintaining the smooth performance of Client content by supporting applications and software updates by diagnosing and correcting issues and bugs within the service level agreement timeframes.This role will work closely with the US and European teams, and will be handling technical inquiries from clients by diagnosing client problems and help maximize the usage of the Client’s platform. This will be achieved by troubleshooting concerns, identifying trending issues, performing root cause analysis and proactively managing all inquiries.

• Interacting with Level 1 Support Team who submit issues using the Zendesk ticketing system, emails and online shared sessions/meetings
• Primary point of contact for providing accurate and creative technical solutions to end-user problems of moderate and difficult nature
• Using proactive approach, communicate directly with the Tier 3 Support Team attempting to isolate, reproduce, troubleshoot and resolve problems using available systems and tools, and investigate potential workarounds and manage expectations to maintain client satisfaction
• Regular contact with 3rd line tech escalation, following established escalation and notification paths when necessary, and follow proper technical processes using database management system while ensuring that all service level targets are met
• Participate in the creation and adding to Knowledge articles, Troubleshooting Guides, FAQ’s, and other related support collateral
• Review all open tickets, identifying bugs and trends across cases to drive resolution
• Strong partnership with 3rd line Tech Escalation Team for issue identification and resolution and the
• Product Team for feature requests, initiate technical solutions, Statement of Work creation and sharing information across team in advance of product releases
• Identify and manage critical incidents for broadcasters and/or platform outages, using established processes
• Provide technical evaluation and feedback loop for partners, and cultivate relationships with partner technical and/or customer support teams

• Bachelor’s degree in Computer Science, Computer Technology and/or any related technical discipline
• 5-7 years of software technical support and/or development or other relevant experience
• Experience working with environments: REST API, SQL, SaaS service, Database Management Tools, PHP, Windows Command Prompt/MacOS Terminal, DevTools (Chrome, Firefox etc.)
• Experience in supporting OTT products, E-commerce and/or Media is a plus
• Experience in using ticketing tools and Zendesk is a plus
• Strong analytical and troubleshooting, problem determination and problem-solving skills with attention to detail and the ability to exercise judgment to determine appropriate solutions to customer/broadcaster technical issues
• Ability to present complex information and solutions in a clear, concise manner
• Must possess excellent verbal and written English communications skills
• Must be willing to work in Bonifacio Global City, Taguig City, in a Morning/Mid shift/Shifting

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.