Technical Support Specialist - Developer

Overview: The Technical Support Specialist is a cross-functional technical expert responsible for resolving escalated, highly complex technical issues while providing elevated support to critical customer accounts. This role requires deep technical analysis, advanced troubleshooting skills, and the ability to collaborate closely with Engineering, Product, QA, Cloud Operations, and specialized support groups.

Operating beyond frontline support, the Technical Support Specialist handles issues involving .NET technologies, REST APIs, microservices, databases, cloud infrastructure, and system integrations. The role requires hands-on expertise with backend services, programming fundamentals, and the ability to interpret and analyze code-level behavior.

Key Responsibilities:

Advanced Technical Troubleshooting

• Diagnose and resolve escalated cases requiring deep knowledge of .NET Core, ASP.NET, MVC, Web API, microservices, WebSockets, distributed systems, and backend integrations.
• Perform code-level analysis, including interpretation of C#, .NET logic, service dependencies, object models, and API flows.
• Troubleshoot across the full stack: backend services, API layers, client–server communication, SQL queries, cloud components, and containerized applications.
• Reproduce complex scenarios, isolate defects, evaluate performance issues, and validate engineering patches or workarounds.

Programming & System Expertise

• Apply working knowledge of C#, .NET, JavaScript, TypeScript, SQL, and other relevant programming languages to diagnose technical issues.
• Understand software architecture, including SOLID principles, design patterns, multithreading, and asynchronous programming.
• Analyze stack traces, logs, exceptions, and code behaviors to identify underlying problems.
• Utilize tools such as Postman, Fiddler, Wireshark, Splunk, Kibana, CloudWatch, and debugger utilities.

Engineering & Cross-Functional Collaboration

• Partner with Engineering teams to provide complete defect reports with reproducible steps, environment details, logs, and recommended hypotheses.
• Participate in triage meetings, RCA discussions, sprint reviews, and pre-release validation activities.
• Work closely with Product, Cloud Ops, Security, and QA to maintain product stability and drive continuous improvement.

Customer & Account Engagement

• Act as a technical liaison for key customer accounts needing elevated, specialized support.
• Provide clear explanations of root causes, product behavior, architectural constraints, and long-term remediation plans.
• Anticipate potential issues by analyzing trends and proactively recommending configuration, usage, or architectural optimizations.

Qualifications:

• 4–8 years of experience in Technical Support, Application Support, Escalation Engineering, Dev Support, or related advanced technical role.
• Strong hands-on experience with:
  • HTTP
  • NET, .NET Core, MVC, Web API
  • REST APIs, Postman/API tools, JSON APIs
  • SQL databases (MSSQL, MySQL)
  • Python, Bash
  • AWS or other cloud environments
  • Log analysis using Splunk, Kibana, CloudWatch, or similar tools
• Solid understanding of:
  • Microservices architecture
  • Distributed systems and integrations
  • Data structures, SOLID principles, design patterns
  • Performance monitoring and multithreaded application behavior
• Ability to read, understand and write code samples
• Strong analytical diagnostic, and problem-solving abilities
• Excellent written and verbal communication skills
• Ability to work independently and manage multiple escalations concurrently
• High level of attention to detail and documentation discipline

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)