Job Description
Looking for Philippines-based candidates
Job Role: Level 3 Support Engineer
Compensation range: $2,500 AUD - $3,500 AUD / Monthly
Engagement type: Independent Contractor Agreement
Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.
Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.
Who The Client Is: A company that develops and supports software solutions used by organisations across Australia and the United States. We are growing rapidly and building a high-performing technical support function capable of supporting customers at scale.
Role Overview: We are looking for a Senior Level 3 Support Engineer to become the technical escalation point for the support team while working closely with software developers to resolve complex issues.
This role is suited to someone who enjoys technical investigations, mentoring others, and improving support processes.
Key Responsibilities:
Advanced Technical Support
- Resolve complex software issues, identifying root causes and recommending permanent solutions.
- Investigate database and application problems, including advanced investigations across multiple Microsoft SQL Server (Transact-SQL) databases.
- Analyse server performance, application logs and log files to determine whether a data issue lies in our data, the customer's data, composite data, or something else.
- Work with pre-built queries, toolbox documents and existing data-integrity stored procedures — and execute stored procedures against the database to check known areas of risk.
- Understand the core system architecture — at least six Windows services and five web services — and use the tools provided to validate REST responses, confirm self-serve availability and performance, and review, at a high level, the scripting code that forms part of the different front ends.
- Understand the transition between in-venue data and cloud data: where those transitions happen, which services are responsible, and what can cause a syncing issue.
- Recognise that our software is entirely bespoke — custom-built and company owned, not a third-party product — running on a stack that is primarily Microsoft-based in the venue and primarily AWS cloud-based in the cloud.
- Work within a continuous CI/CD release model — staying aware the platform changes regularly, not relying on out-of-date assumptions, and searching our knowledge bases and internal ticket histories to confirm they are addressing the right issue.
Customer-Facing Focus & SLAs
- Respond to system-generated notifications that exceed the capacity of Level 2 — with primary focus, as a general rule of thumb, on customer-facing issues that are causing an outage.
- Focus primarily on SLAs already touched by Level 2 but not yet resolved — issues shouldn't circle around unhandled.
- Spend 80%+ of their time on SLA 1 and SLA 2 items (4-hour and 24-hour).
- Communicate with customers when an issue is escalated to them, and again when it is resolved.
- Where an issue is at risk of exceeding its SLA timeframe, proactively communicate that they can see it coming and that they are escalating it appropriately, because the SLA will be exceeded.
Software Support
- Work closely with developers on software defects.
- Assist with release validation.
- Support production deployments.
- Monitor system health.
Leadership
- Mentor Level 2 Support Engineers — including training, skills expansion and upskilling, both for the engineers and for themselves.
- Review escalated tickets, ensuring they are accurately maintained: SLA levels identified, properly triaged, and fully tagged so the AI-driven knowledge base routes them correctly.
- Improve support documentation.
- Assist with onboarding new team members.
- Help establish best-practice support processes.
- Contribute to team discussions and shared learning — helping others troubleshoot problems they've solved, while continuing to learn themselves.
Process Improvement
- Improve ticket workflows.
- Recommend automation opportunities.
- Assist with the migration to Monday Service.
- Develop troubleshooting steps and documentation — capturing how a problem was actually resolved and what the shape of a problem indicates, so less-experienced staff know where to start.
- Contribute to support standards within the context of the contractual SLAs — helping define how those SLAs are met, not changing the rules to suit.
Requirements
Required Skills and Qualifications:
- 5+ years in Technical Support or Application Support.
- Strong SQL skills (Microsoft SQL Server / T-SQL).
- Experience supporting SaaS platforms.
- Excellent analytical skills.
- Experience mentoring junior engineers.
- Outstanding communication.
- Ability to manage high-priority incidents.
- Ability to manage multiple issues concurrently without dropping them.
Preferred Experience
- Monday Service
- SQL Server
- Amazon Web Services (AWS) — used heavily
- Windows Server 2019 or later
- PowerShell
- Networking — general networking issues, SSL certificates, website rules and management
- Email transport and server-side email configuration
- Zendesk (nice to have — we're migrating away from it)
- Agile environments
Success in this Role
You'll be someone who:
- Handles pressure well.
- Enjoys solving difficult technical problems, and resolving them promptly.
- Coaches others.
- Thinks commercially.
- Continuously improves systems and processes within their area of responsibility.
Work Arrangement & Expectations:
This is a remote role that will be set up as an independent contractor engagement.
To ensure alignment and transparency, successful candidates will be expected to:
- Disclose any existing ongoing roles or client work
- Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)
Originally posted on Himalayas
