Staff AI Engineer designing AI - powered automation solutions to enhance customer support operations. Leading technical initiatives and collaborating with cross - functional teams in a hybrid environment.
About the role
- Technical Support Specialist at Five9 resolving complex technical issues for customer accounts. Collaborating with cross-functional teams and handling backend technologies in a hybrid work environment.
Responsibilities
- Diagnose and resolve escalated cases requiring deep knowledge of .NET Core, ASP.NET, MVC, Web API, microservices, WebSockets, distributed systems, and backend integrations.
- Perform code-level analysis, including interpretation of C#, .NET logic, service dependencies, object models, and API flows.
- Troubleshoot across the full stack: backend services, API layers, client–server communication, SQL queries, cloud components, and containerized applications.
- Reproduce complex scenarios, isolate defects, evaluate performance issues, and validate engineering patches or workarounds.
- Apply working knowledge of C#, .NET, JavaScript, TypeScript, SQL, and other relevant programming languages to diagnose technical issues.
- Understand software architecture, including SOLID principles, design patterns, multithreading, and asynchronous programming.
- Analyze stack traces, logs, exceptions, and code behaviors to identify underlying problems.
- Utilize tools such as Postman, Fiddler, Wireshark, Splunk, Kibana, CloudWatch, and debugger utilities.
- Partner with Engineering teams to provide complete defect reports with reproducible steps, environment details, logs, and recommended hypotheses.
- Participate in triage meetings, RCA discussions, sprint reviews, and pre-release validation activities.
- Work closely with Product, Cloud Ops, Security, and QA to maintain product stability and drive continuous improvement.
- Act as a technical liaison for key customer accounts needing elevated, specialized support.
- Provide clear explanations of root causes, product behavior, architectural constraints, and long-term remediation plans.
- Anticipate potential issues by analyzing trends and proactively recommending configuration, usage, or architectural optimizations.
Requirements
- 4–8 years of experience in Technical Support, Application Support, Escalation Engineering, Dev Support, or related advanced technical role.
- Strong hands-on experience with:
- HTTP
- NET, .NET Core, MVC, Web API
- REST APIs, Postman/API tools, JSON APIs
- SQL databases (MSSQL, MySQL)
- Python, Bash
- AWS or other cloud environments
- Log analysis using Splunk, Kibana, CloudWatch, or similar tools
- Solid understanding of:
- Microservices architecture
- Distributed systems and integrations
- Data structures, SOLID principles, design patterns
- Performance monitoring and multithreaded application behavior
- Ability to read, understand and write code samples
- Strong analytical diagnostic, and problem-solving abilities
- Excellent written and verbal communication skills
- Ability to work independently and manage multiple escalations concurrently
- High level of attention to detail and documentation discipline
Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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