Lead IT Support Engineer

About the Client

Our client is a European-based company specializing in cloud infrastructure, supporting customers globally.

The role

The Lead IT Support Engineer will provide hands-on Linux support while guiding the Philippine team's day-to-day work. You will collaborate with the international support team to resolve complex customer issues, support new engineers during onboarding, and help maintain consistent service standards.

Responsibilities

Investigate and resolve Linux and server-related issues affecting customers, escalating complex cases when needed.

Support customers mainly through chat and email, providing clear updates and practical next steps.

Serve as the Philippine team's local point of contact for operational questions, escalations, and handovers with the headquarters support team.

Coach engineers during onboarding and ongoing work, sharing troubleshooting methods and reinforcing a customer-focused approach.

Help coordinate coverage, prioritize support requests, and raise issues that may affect service quality. Work with existing leaders to improve team processes.

Document recurring issues and their resolutions to help the team respond consistently.

What we are looking for

Strong hands-on Linux and Cloud experience, including the ability to investigate issues using logs and command-line tools.

Customer-facing technical support experience and clear written communication.

Sound judgment when resolving complex issues, escalating concerns, and working with teams across time zones.

Experience mentoring, coordinating, or leading support engineers.

Originally posted on Himalayas