Technical Support Engineer
Manila, Philippines
Engineering – Technical Support / QA /
Full-time /
Hybrid
ABOUT US
The ShopBack Group is Asia-Pacific’s leading shopping, rewards, and payments platform, serving over 40 million shoppers across 11 markets. In 2023, the Group expanded its offerings into Germany, signalling its entry into the European market.
Driven by the vision to be the world's most rewarding way to shop, ShopBack is dedicated to saving members money and time, while delivering delightful experiences with every purchase. The platform also enables merchants and brands to engage with their members in a cost-effective manner.
Founded in 2014, ShopBack now powers over US$4 billion in annual sales for over 20,000 online and in-store partners. Facilitating upwards of half a million transactions daily, ShopBack continues to provide value to both members and merchants through its innovative offerings. Notably, its payment solution, ShopBack Pay, offers members a convenient and rewarding payment option at checkout.
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Responsibilities
- Monitoring issues and conducting daily quality control tasks
- Define and improve internal processes and documentation while identifying opportunities for product improvements
- Provides tier-2 support for internal and external service applications with accuracy and promptness to meet SLAs
- Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
- Updating self-help documents so customers/employees can try to fix problems by themselves
- Working with the product engineering team to fix issues in the most efficient way
- Testing and reporting defects to enhance issue resolution lifecycle
- The team provides 24/7 support in a Rotational Shift arrangement with multiple shift timings (including Public Holidays and Weekends).
Requirements
- Experience in Mobile/Web app development and operations
- Understanding of App/Web service issues and escalating incidents.
- Knowledge of quality control and issue reporting and monitoring
- Good analytical and problem-solving skills
- Good communication skills with a strong customer focus
- Skilled in office software and issue trackers like MS-Excel, Google Sheets, Jira, Confluence.
Perks
* Hybrid working and work-from-anywhere benefit
* Competitive compensation and stock options
* Transparent career progression paths and learning opportunities
* Candid, open and collaborative culture
* Talented and driven teammates across the world
* Fun-filled activities and celebrations all year round
Join our team to drive growth and success at ShopBack today!
