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

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical SupportHelpdesk RepresentationDesktop SupportIT Service ManagementProblem AnalysisRoot Cause Identification

Soft Skills

Clear CommunicationAbility To Simplify Complex Concepts