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Ideagen

Customer Success Engineer – Tier 2

Ideagen

Customer Success Engineer tasked with advanced troubleshooting for Ideagen's customer support. Collaborating with technical teams to resolve escalated customer issues efficiently.

Posted 7/9/2026full-timeClark Freeport Zone • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced technical problem-solving abilities and effective communication skills, with a focus on training and guiding Tier 1 support teams. Proficient in analyzing complex technical issues and maintaining comprehensive documentation.

Highest-signal resume keywords
3+ Years Experience In Technical SupportAdvanced Technical Issue DiagnosisHands-On Experience With Company-Specific ToolsClear Communication SkillsTraining And Guidance For Tier 1 Support

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportHelpdesk RepresentationDesktop SupportIT Service ManagementProblem AnalysisRoot Cause Identification
Soft Skills
Clear CommunicationAbility To Simplify Complex Concepts
Tools & Technologies
Company-Specific Tools

Tech Stack

Tools & technologies
ITSM

About the role

Key responsibilities & impact
  • Handling more complex technical issues that have been escalated from Tier 1.
  • Conducting thorough analysis to identify the root causes of technical problems.
  • Working closely with Tier 1 support and other departments for issue resolution.
  • Providing guidance and training to Tier 1 support to enhance their problem-solving skills.
  • Updating and maintaining internal knowledge bases and documentation.

Requirements

What you’ll need
  • 3+ years of experience or SME/Tier 2 level in similar positions such as technical support, helpdesk representative, desktop support, IT service management preferred.
  • Deep/advanced understanding of technical issues and diagnostic abilities
  • Hands-on experience with company-specific tools and technologies
  • Clear communication with customers and team members
  • Ability to explain complex concepts in simple terms.

Benefits

Comp & perks
  • Benefits at Ideagen