Penbrothers
Penbrothers is a leading provider of remote staffing solutions based in the Philippines. The company specializes in helping businesses find, hire, and manage top Filipino talent, offering a seamless onboarding process and comprehensive HR support. By streamlining administrative tasks such as payroll and compliance, Penbrothers allows companies to focus on their core objectives while building effective, high-performing remote teams. Their mission revolves around humanizing growth, ensuring that both business success and employee well-being are prioritized.
Talent Acquisition • Employment and Onboarding • HR Management and Payroll • Compliance • Office Space
Senior Technical Support Specialist
March 12
Penbrothers
Penbrothers is a leading provider of remote staffing solutions based in the Philippines. The company specializes in helping businesses find, hire, and manage top Filipino talent, offering a seamless onboarding process and comprehensive HR support. By streamlining administrative tasks such as payroll and compliance, Penbrothers allows companies to focus on their core objectives while building effective, high-performing remote teams. Their mission revolves around humanizing growth, ensuring that both business success and employee well-being are prioritized.
Talent Acquisition • Employment and Onboarding • HR Management and Payroll • Compliance • Office Space
📋 Description
• Serve as a subject matter expert and escalation point for complex technical issues related to Dualog’s software and services. • Lead and mentor junior and mid-level support engineers, fostering a culture of continuous learning and improvement, while shaping the team’s direction and driving technical excellence within the organization. • Provide technical support through advanced troubleshooting and problem resolution. • Design and implement best practices for support workflows, technical documentation, and knowledge sharing within the team. • Act as the last line of support before escalating to developers. • Collaborate with internal teams, including developers and product managers, to address recurring issues and enhance product reliability. • Drive technical projects and special initiatives to improve service delivery and customer satisfaction. • Actively contribute to the team’s mission of delivering Customer Success by ensuring the highest level of service quality.
🎯 Requirements
• Proven track record in a senior technical support role or similar, with at least 3 - 5 years of experience in IT, networking, or software support. • Experience and knowledge with networking concerns (firewalls, SMTP, etc.), Database (Oracle SQL, etc.) • Experienced in supporting level 1 and 2 concerns. • Strong oral and written communication skills in English. • Strong organizational and project management skills, with experience leading initiatives or cross-functional projects. • Exceptional analytical and problem-solving skills, with the ability to resolve complex technical challenges efficiently. • Excellent decision-making and leadership skills, with the ability to work both independently and collaboratively. • Passion for technology and innovation, with a customer-centric approach to problem-solving. • Bachelor’s or Master’s degree in a relevant field of IT or Engineering, or equivalent practical experience. • Extensive experience with maritime satellite communication and the shipping industry. • Demonstrated success in mentoring and developing technical teams. • Familiarity with DevOps practices, cloud platforms, and IT service management tools.
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