Technical Support

Synacy Inc.
With business certificates

51-200 employees
Cebu City, Cebu
We are hiring a Technical Support as part of our product team. This role works with our teams that are both on-site in our office in Cebu, Philippines, as well as our distributed team, who normally work between the +8 UTC (Cebu) to +10 UTC (Sydney) time zones.
This role is remote-first, do not need to travel frequently nor be on-site in our offices all the time (or, can also be full-time on-site in our Cebu / Makati office). Though flexibility to be on-site for weeks at a time is expected, since most of our teams are in office, and participating in workshops is best done in person.
As a Technical Support, you will report to a Product Lead, and help our software group build our telecommunications products which are being used by customers globally. We want to empower small and medium businesses to offer telecommunications products in a way that they can compete with big companies. If you are interested to work on this mission, please join us.
You will be part of our product team, composed of UI Designers and Product Managers. Although the product team is independent, it participates in a product group together with our software engineering teams, to align and perform work on a per product basis. Most of the time, work is autonomous, however, constant online collaboration with others is expected over Slack, Zoom, and Google Hangouts.
This role is primarily supporting our customers and users in using our products; as well as being an expert of our products to support our staff in the company. Work is a combination of handling support tickets, as well as writing user guides and answers to FAQs. Further, as we release new features, participate in doing user testing, file bug reports, and validate fixes.
What you will be doing?
As a technical support, you will have the following functions:
  • Respond to inquiries from customers, users, and our staff about our products, and help them understand
  • Triage, troubleshoot, and help users resolve problems they have encountered in using our products
  • Test bugs reported by users, file bug reports, and validate fixes from our engineering team
  • Perform data management, and data reporting tasks as requested by customers and by our staff
  • Inspect, test, file bug reports, and validate fixes for features ready for release
  • Maintain a product overview for use as a guide by our internal staff
  • Write content and contribute to the build-up of both internal and customer-facing knowledge base
  • Participate in design workshops on usability, functionality, quality, and performance
  • Participate in team activities to deliver software that satisfy business needs
  • Responsible for self-assessment as part of our weekly self-reported check-ins
  • Continuously learning to ensure useful and effective participation in the teams
As part of our distributed team, the following are expected:
  • Establish a working space and infrastructure, to effectively participate in a distributed environment
  • Schedule work on a daily basis, with a minimum of 4 hours overlap with the rest of the team
  • Use a stable, high quality Internet access for video conferencing
  • Able to join a video conference during working hours
  • Able to travel on-site to our offices up to 2 weeks at a time
Who you are?
We are looking for someone with the following qualification:
  • Motivated to help others resolve problems and achieve their goals
  • Able to understand problems at multiple levels, troubleshoot, and propose solutions
  • Able to navigate chaotic and complex situations, and simplify for others to understand
  • At least the equivalent of 3 years work experience, in a technical support, software tester, or a quality assurance role, for a software or IT product
  • Experience in technical writing, particularly user guides, product knowledge base, and support FAQs
  • Knowledge and experience of any programming language, either for work or for a hobby;
  • Knowledge and experience in querying database, exporting data, and manipulating data in spreadsheets
  • Knowledge and experience in making screenshot and imaging tools for annotation, or in making screencasts and voice-over for video-based instructions
  • Knowledge on concepts in telecom, cloud, IT, information security, and practices
  • Can use tools for collaboration such as Git, Trello, Confluence
  • Basic shell usage of Linux-based systems (CentOS, Ubuntu), networking configuration of computer and networks
  • Knowledge of testing practices, software quality principles, software development methods and lifecycle
  • Knowledge in computer science: Computing Theory, OS, Algorithms, Data Structures
  • Empathetic to users and has high regard for a good customer experience
  • Communicate ideas and concepts both in person and in written format
  • Creative, willing to challenge assumptions, and willing to try ideas
  • Has an open, always learning, and resourceful mindset
  • Excited to work with people in creating simple solutions to complex problems
As part of a distributed team, the following qualifications are required:
  • Self-discipline and good work ethics
  • Good verbal and written communication
  • Good time management and able to minimize distractions
What we offer?
  • An environment of a sports team, that is there to coach each other while being performant. Work with people who want to create something, invent something, maintain it, and see it grow.
  • A software engineering culture, that strive to build high quality and better software.
  • An organization of self-formed, autonomous teams, exploring and trying out solutions in a safe environment.
  • A place for you to learn, practice, and develop yourself. A place for you to contribute in something meaningful.
  • A front-seat at a fast growing, global company, with a lot of opportunities in software and technology with exposure in telecommunications and web.
  • A good array of health and well-being incentives, to keep you healthy and balanced.
  • An opportunity to work with some of the best and the smartest people around.
About our software team
We are developing our own products. Our founders, product teams, engineering teams, and customer support teams, are all part of the same company, co-located in our offices (mainly Cebu and Manila). We work closely together to develop products that delight our customers.
Our software team is composed of cross-functional 3 to 5 members. Each team is designed to be complete, and is responsible for delivering complete features to users.
In addition, we have a leadership team that is composed of all the team leads, product leads, and engineering leads, that work together in forming the entire software group.
We use a goal-oriented product roadmap, to keep all our teams aligned, which is updated in a weekly cycle by the leadership team. Further, we maintain a corresponding release plan, based on a monthly release cycle, where we break down features into sizeable chunks that our teams can work with as little inter-team dependency as possible.
Our teams apply an agile process, of weekly planning, retrospectives, daily check-in, pair programming, and use Trello to visualize our progress. All our code is version controlled in Github, and all code changes go through a peer-review process.
We have a continuous delivery pipeline, using CircleCI and CloudFormation, and perform deployment using automated tools in our AWS production site. We built most of our automation tools, and we expect all our engineers to participate in maintaining our development tools, delivery pipeline, and production sites.
Our teams are encouraged to spend time developing their knowledge and skills, so they stay relevant on the tasks needed. We have scheduled monthly learning sessions, and provide time in their weekly sprints for their own learning activities.
We expect our engineers to be not just writing code, but to participate in the entire process from investigating problems, designing solutions, and implementing them into features our users will love.
About our distributed team
We have distributed teams as part of our software group, where all members are working remotely. Though it is an option for members, to work in one of our offices, in Cebu or in Manila, however, as part of the team, it is expected to effectively participate in a distributed or remote-first environment.
Teams work full-time in a remote working environment, where members are not expected and required to be in the same physical space. However, there are a few scheduled in-person get-togethers, to strengthen the team’s relationship. Work schedule is flexible, with an overlap of 4 hours in a day working together. Communication and documentation are primarily done using online channels.
Our leadership team works in a distributed environment, and operate primarily using online channels. Though, a few of our feature teams are on-site in our offices, we have made adjustments so teams can work together.
Work structure is the same for both distributed and on-site teams, which follow the same principles and frameworks we defined in our engineering culture.
Every member of the team, is responsible for creating the working conditions to effectively participate in a distributed environment. Similar to how our company is obliged to create a good working condition of an office space, every member is obliged to create a similar space, wherever the member chooses to work.
The company will provide the primary equipment for working, in a similar manner if the team is working on-site in an office. Either at full-cost or subsidized in accordance to the general policy in our company.
Every member of the team, shall provide the space, the equipments, and the infrastructure for their own use, in support of achieving the ideal working conditions.
We do not offer training for anyone to be distributed qualified. We expect, members to prepare and be ready, to be part of a distributed team.
A few of our strategies:
Software and automation is at our core. We believe in efficient, resilient, and scalable approach. Work smarter not harder, so that when you work hard you are working smart.
To our customers, we want to offer a complete service, in an integrated package.
We have taken the challenge of integrating with many telecommunication providers in the world, and aggregated our customer traffic, to offer a consistent quality at the best possible price.
Hiring process
We understand, applying for a new job or even looking for new opportunities can be a tedious and stressful process. We aim to give our applicants a good experience by being timely, efficient, and direct. We’d like for you to select us, and we look forward in working together.
Even if you are not looking for work now, we encourage you to apply, since you may go through our qualification process and assess our offer, without any commitment to accept immediately. If you like what you are getting, then you can plan with us on when you will eventually join.
Privacy Statement
Synacy/RISE is committed to protecting your personal information. Your information will be collected, used and may be shared by Synacy/RISE with third party service providers to serve lawful purposes, for Synacy/RISE recruitment process, including processing of data by third party when required.
Your information shall be held only as long as necessary to achieve the purpose for which it is collected. The use and transfer of your information will be strictly in accordance with the applicable data privacy law and in line with our privacy policy available at Synacy/RISE Privacy Policy.
Further, by clicking Apply, you agree and acknowledge that you have read Synacy/RISE’s privacy policy and fully understand your rights to access, correct or withdraw your information anytime.

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Synacy Inc.

About the Company
Synacy is a global company, developing software products in the Philippines using international best practices, and exporting to the world.
We aim to help businesses be competitive by a consolidating telecommunications and technology markets and giving them access to opportunities that until now only large companies can realise.
We believe the best results for end-users and customers come from a number of various companies providing the best to service them. We want to enable them so they thrive.
We do this by providing the infrastructure and tools for them to sell new telecom products and enhance the value they deliver to their customers.
Our founders are from Australia, and together with our diverse, international leadership team, we managed the business from our offices in the Philippines, Australia, Canada, and Singapore.
Our company offers our products and operates under a few brands. At UTBox and Monopond, we offer fax and SMS messaging products, available globally, for individual and wholesale use. We founded an internet service provider to accelerate internet in the Philippines known as RISE. At RISE, we offer competitive fiber based internet access, to businesses located in major cities in the country.
It is our intent to form a globally competitive organization. We believe talented and remarkable people is found anywhere in the world. At the moment, we have most of our teams co-located in our offices in the Philippines. However, we are not limiting our reach here, we are forming a remote-first culture within our organization, so we can offer the opportunity to current and new members to work wherever they are productive.
A few of our strategies:
Software and automation is at our core. We believe in efficient, resilient, and scalable approach. Work smarter not harder, so that when you work hard you are working smart.
To our customers, we want to offer a complete service, in an integrated package.
We have taken the challenge of integrating with many telecommunication providers in the world, and aggregated our customer traffic, to offer a consistent quality at the best possible price.

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