Tier 2 Technical Support Specialist (L2 Support) – Philippines (Remote)

L2 / T2 Technical Support Specialist
Philippines - Remote
Compensation: 45000 php per month +10% shift differential

About DTiQ
DTiQ is a global leader in intelligent video-based surveillance and loss prevention solutions, supporting over 45,000 businesses worldwide—including major brands like Burger King, KFC, and McDonald’s. With over 20 years of innovation, DTiQ enhances more than 8 million customer experiences daily.
We are expanding our Philippines-based team and looking for highly skilled technical professionals who thrive in a fast-paced, customer-focused environment.
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Role Overview
The Tier 2 Technical Support Specialist (L2 Support) serves as an escalation point for complex technical issues and plays a critical role in delivering high-quality customer experiences. This role is ideal for candidates with strong troubleshooting expertise across hardware, software, and networking, combined with experience in BPO, helpdesk, or managed services environments.
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Key Responsibilities
• Provide advanced technical support via phone, email, chat, and ticketing systems
• Troubleshoot and resolve complex hardware, software, and network-related issues
• Perform remote installation, configuration, and system diagnostics of DTiQ systems
• Act as an escalation point for Tier 1 agents and unresolved cases
• Collaborate with internal teams (Engineering, Product) for issue resolution
• Ensure compliance with SLAs, KPIs, and ticket queue performance metrics
• Accurately document troubleshooting steps, root cause analysis, and resolutions
• Contribute to knowledge base articles and continuous process improvement
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Work Schedule
• Willing to support US business hours (PH night shift)
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Required Qualifications
• 2+ years technical support experience (L1/L2, Helpdesk, or BPO Tech Support)
• Strong English communication skills (verbal and written)
• Solid knowledge of:
- Windows OS and basic system administration
- Networking fundamentals (TCP/IP, DNS, routers, connectivity troubleshooting)
• Experience using ticketing systems (e.g., Zendesk, ServiceNow, Jira, Freshdesk)
• Proven ability to troubleshoot and resolve complex technical issues
• Experience working in a metrics-driven environment (SLA, AHT, CSAT)
• Ability to work independently and collaboratively in a team setting
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How to Apply?
As part of our standard recruitment procedure, we kindly ask that you complete your application through Rippling, our global Human Resources Information System (HRIS). This platform is used globally at DTiQ to ensure a consistent and secure way of managing candidate information.

Application Link: ----------
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Preferred Qualifications
Experience in L2 or escalation support roles
Exposure to: Video surveillance / CCTV systems, POS systems or retail technologies, SaaS or cloud-based platforms
Technical certifications (e.g., CompTIA A+, Network+, ITIL)
Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
Spanish language skills (nice-to-have, not required)
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What We Offer (Philippines Market-Aligned)
• Competitive salary package (based on experience)
• Night differential
• HMO + government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
• Exposure to global clients and advanced technologies
• Collaborative and growth-focused work environment
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Why Join DTiQ?
Join a globally recognized technology company where you’ll work on meaningful problems, develop advanced technical skills, and grow your career in a high-impact support role.

For more information on DTiQ visit our website ( ---------- ) or our LinkedIn page ( ---------- ).
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Our Recruitment Process
Once your profile is complete in Rippling, we’ll begin to schedule interviews with qualified candidates. The interview will last up to an hour and may include 1-2 people (the direct hiring manager and potentially a department lead).
Hired candidates will be engaged through an Employment of Record (EOR) at the start of employment. This is a widely used approach by international companies to hire talend in countries where we do not yet have a legal entity, but allows us to comply with legal regulations. This means that Rippling, our EOR provider in the Philippines will officially employ you on behalf of DTiQ Technologies while you will work day to day with our team. Under this arrangement salary, government contributions and taxes are processed in compliance with Philippine regulations. Your formal contract will come from Ripping and DTiQ will manager your daily work, performance and career development. If you have further questions about this arrangement, please let me know and I’d be happy to address it with you.