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

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: TYPE OF WORK

Full Time

: SALARY

?40,000 monthly +10% differential

: HOURS PER WEEK

40

: DATE UPDATED

Apr 16, 2026

JOB OVERVIEW

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.
________________________________________
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.
________________________________________
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
________________________________________
Work Schedule
• Willing to support US business hours (PH night shift)
________________________________________
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
________________________________________
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)
________________________________________
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
________________________________________
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.

SKILL REQUIREMENT

Technical Support SaaS English Speaking

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

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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