Location
angeles, davao region, Philippines
Posted
June 08, 2026
Job Description
Technical Support Engineer L1 (Dayshift - AU)
ABOUT THE ROLE:
The Technical Support Engineer (L1) is the frontline service management layer of a 24/7 EV charging support operation. This role is responsible for high‑quality intake, triage, and resolution of standard incidents, ensuring SLA adherence while maintaining strong flow efficiency.
L1 operates within a strict SOP‑driven environment, resolving repeatable issues and enabling effective escalation of complex cases to L2 with complete and structured diagnostics.
Key Responsibilities
- Intake & Case Management
- Manage incoming tickets via Jira Service Management (portal‑first intake)
- User Account Creation & Modification
- User Access Validation & Revocation
- Capture complete and accurate case details:
- Symptoms
- Fault codes
- Logs
- Environment context
- Warranty validation