Sr. Support Engineer (WFH)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a marketplace technology platform that supports childminders and parents with a difference. They provide a complete ecosystem to support childminders and parents accelerate children's development through play and learning inside the homes of childminders. Our client also helps families access high quality childcare with a strong focus on child development and early years learning education. They are building a vibrant community, run by their home childminders who can impact their local neighborhoods and beyond.

About the Role

We are looking for a Support Engineer to join our tight-knit team, contributing to the development of key features and services that support our growing community of childcare providers and parent users. As a member of the Product & Engineering team, you'll help our technology operations and in continuously finding innovative new ways to help us grow. This is a very versatile role that will involve working collaboratively with all departments across the company.

What you’ll do

• Handling technical support queries from our internal and external customers. These might include issues with the app, trouble logging into a particular system, helping a user who is getting an error inputting certain data, etc.

• IT administration and management, such as setting up accounts or devices, troubleshooting issues or handling Google Workspace admin changes

• As part of the Product & Engineering team, the successful candidate will be working with our software engineers to identify issues, write bug reports, and work with the Engineering Team to resolve them. As part of this, you will have the opportunity to develop your coding skills.

• Working on new features and maintenance of our “low code” tools, such as Hubspot, Intercom and Airtable, to improve the user experience for our internal teams.

Requirements

What You Bring

• At least 4 years of experience working in and configuring software-as-a-service (SAAS) tools like Zapier, Hubspot, Airtable, Intercom, including building lightweight integrations between them, or being able to learn new things quickly.

• Ability to effectively & confidently communicate with internal customers, towards resolving their issues, and responding to our external customer’s messages on Intercom, email and on the phone.

• Capable and curious to work across a wide variety of devices, tools and systems.

• Well versed in key components of web technology, such as front-end, back-end, APIs, databases, code repositories, etc.

• Driven and curious, and comfortable with ambiguity or being thrown into the deep-end of a problem, whilst using your initiative and perseverance to solve it.

• Interested in continuously seeking ways of improving processes, yours and your team’s work.

• Keen to continuously grow and learn as a person.

• Interested in joining a startup or are passionate about company's mission.