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.