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Technical Support Engineer

Job Description

Technical Support Engineer is a crucial team member responsible for providing technical assistance and support to customers, clients, and internal teams. This role involves diagnosing and resolving technical issues, guiding users through solutions, and collaborating with cross-functional teams to ensure effective problem resolution.


  • Bachelor’s degree in Information Technology or other related courses
  • Knowledgeable in ticket management, inventory, and warranty claims
  • Good verbal and written communication skills
  • Willing to be assigned to Moog Controls Corporation ( Baguio City)


  1. Customer Support:
    • Respond to customer inquiries and issues promptly, providing technical support through various channels such as email, phone, or chat.
    • Diagnose and troubleshoot technical problems, guiding customers through step-by-step solutions.
  2. Problem Resolution:
    • Investigate and analyze complex technical issues, identifying root causes and implementing effective solutions.
    • Collaborate with development and product teams to escalate and resolve advanced technical issues.
  3. Documentation:
    • Create and maintain comprehensive and accurate documentation of technical support processes, troubleshooting steps, and issue resolution procedures.
    • Develop and update knowledge base articles for both internal and external use.
  4. Product Knowledge:
    • Stay informed about product features, updates, and enhancements to effectively address customer inquiries.
    • Provide feedback to the product development team based on customer interactions to improve product usability and reliability.
  5. Customer Training:
    • Conduct training sessions or create resources to educate customers on the effective use of products and services.
    • Provide proactive guidance to prevent common technical issues.
  6. Collaboration:
    • Work closely with cross-functional teams, including developers, QA, and product managers, to communicate and resolve customer issues.
    • Participate in regular meetings to share insights from customer interactions and contribute to product improvement discussions.
  7. Quality Assurance:
    • Participate in quality assurance activities, including testing new software releases and updates to identify potential issues before customer deployment.
  8. Escalation Handling:
    • Escalate critical technical issues to appropriate teams and management, providing detailed information and follow-up until resolution.
  9. Continuous Improvement:
    • Proactively identify opportunities for process improvements and efficiency gains within the technical support workflow.
    • Stay updated on industry best practices and emerging technologies.
  10. Customer Feedback:
    • Collect and analyze customer feedback, collaborating with the team to implement improvements in products and services.