About the Client
Our client is a European-based company specializing in cloud infrastructure, supporting customers globally.
The role
The Lead IT Support Engineer will provide hands-on Linux support while guiding the Philippine team's day-to-day work. You will collaborate with the international support team to resolve complex customer issues, support new engineers during onboarding, and help maintain consistent service standards.
Responsibilities
- Investigate and resolve Linux and server-related issues affecting customers, escalating complex cases when needed.
- Support customers mainly through chat and email, providing clear updates and practical next steps.
- Serve as the Philippine team's local point of contact for operational questions, escalations, and handovers with the headquarters support team.
- Coach engineers during onboarding and ongoing work, sharing troubleshooting methods and reinforcing a customer-focused approach.
- Help coordinate coverage, prioritize support requests, and raise issues that may affect service quality. Work with existing leaders to improve team processes.
- Document recurring issues and their resolutions to help the team respond consistently.
What we are looking for
- Strong hands-on Linux and Cloud experience, including the ability to investigate issues using logs and command-line tools.
- Customer-facing technical support experience and clear written communication.
- Sound judgment when resolving complex issues, escalating concerns, and working with teams across time zones.
- Experience mentoring, coordinating, or leading support engineers.
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