Product Support Engineer (PL)

Role DetailsContract Duration: Full TimeWork Type and Location: Metro Manila, Philippines About UsPartnerHero is now Crescendo — a stronger, bolder force in customer experience.Crescendo represents growth, momentum, and transformation. By bringing together PartnerHeros world-class outsourcing expertise and Crescendos innovation in customer experience and operations, were setting a new global standard.We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy.At Crescendo, we dont just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.Welcome to Crescendo. Welcome to whats next. About the RoleWere looking for a Product Support Engineer who has a strong understanding of remote access technologies and thrives on solving complex technical challenges. Youll be the go-to expert for troubleshooting, resolving issues, and guiding customers through technical solutions — all while delivering a great customer experience. What Youll DoProvide Tier 2 technical support for our remote access solutions via phone, email, and chat.Troubleshoot connectivity, configuration, and software installation issues across multiple platforms.Use diagnostic tools, logs, and your own expertise to resolve issues efficiently.Escalate complex or unresolved cases to senior engineers when necessary.Collaborate closely with internal teams to share insights, document solutions, and improve processes. What Youll Bring3+ years in technical product support, preferably in SaaS or software environments.Strong problem-solving and analytical skills, with meticulous attention to detail.Ability to explain complex technical concepts in clear, simple language.Proficiency in one or more major platforms (Windows, macOS, Linux), including command-line usage.Working knowledge of Group Policy and/or Microsoft Intune.Understanding of networking protocols (TCP/UDP, DNS, SSH).Excellent written and verbal communication skills.Experience with ticketing systems (e.g., Zendesk) and support tools. Nice-to-Have SkillsExperience supporting applications on Raspberry Pi, Android, and iOS.Knowledge of REST APIs or scripting languages (PowerShell, Bash, Python).Familiarity with remote access software or VNC pany Culture Is At Our CorennCore values give our work intention and our culture its edge. Theyre the standards we hold for ourselves, our partners, and each other.nnntCare for others: Empathy is a key driver. When people thrive, so does the mission.ntEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.ntManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel whats next.ntTake ownership: Bold choices with integrity at the core—thats how impact lasts.ntBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.nnnCrescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.nnWe are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

Created: 2025-09-22