Solution Engineer - Hypercare Team

Overview of Job Function

The Solutions Engineer (SE) is a senior member of the Hypercare team and serves as the primary technical point of contact for assigned customers. This role provides advanced-level technical support, manages high-impact and complex cases, and ensures timely resolution of issues in accordance with customer service agreements.

The SE collaborates closely with Technical Support Engineers (TSEs), Associate TSEs, and cross-functional teams to drive efficient case resolution, maintain strong customer communication, and deliver operational excellence. The role also requires deep technical expertise, proactive customer engagement, and contributions to knowledge sharing and continuous service improvement across the organization.

Principal Duties and Responsibilities:

Customer & Account Management

• Serve as the lead point of contact for all matters related to assigned Hypercare customer accounts.
• Build, manage, and maintain strong, long-lasting customer relationships, including key stakeholders.
• Establish productive, professional relationships with technical and business contacts, including executive stakeholders, where required.
• Ensure clear, proactive communication of service updates, incidents, and ongoing initiatives.
• Conduct regular checkpoints with customers to review performance, issues, and service alignment.
• Execute ad hoc responsibilities as needed to drive team performance, enhance customer relationships, and support mentorship and development initiatives aligned with career progression.
  
  

Technical Support & Case Management

• Manage high-impact and complex technical support cases, ensuring resolution within SLA commitments.
• Perform advanced troubleshooting for non-routine and technically complex issues requiring deviation from standard procedures
• Lead end-to-end problem resolution efforts, including root cause analysis and escalation to engineering when necessary.
• Collaborate with TSEs and other engineers to ensure effective case ownership, communication, and resolution quality.
• Support high-severity incidents and escalations with urgency and structured response.

Proactive Service & Continuous Improvement

• Proactively engage customers during service interruptions or degradations and provide timely updates.
• Lead recurring customer engagement activities, including weekly check-ins, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs), to proactively monitor performance, address emerging needs, and drive continuous improvement.
• Lead proactive health monitoring and testing activities to ensure optimal account performance and maintain the stability of the customer’s Five9 platform and services.
• Analyze case trends and operational data to identify patterns and prevent recurring issues.
• Assess and continuously improve service delivery and operational performance
• Identify customer needs, define success criteria, and validate service requirements and operational expectations.

Knowledge Sharing & Technical Leadership

• Develop subject matter expertise in multiple technical domains relevant to Hypercare operations.
• Share best practices, case learnings, and technical insights across teams to strengthen overall capability.
• Contribute to technical documentation, knowledge base content, and process improvements.

Requirements:

• A minimum of 3 years of relevant experience, including at least 2 years in software support
• Bachelor’s degree or equivalent experience
• Strong knowledge of:
  • PBX, ACD, CTI, VoIP, and IVR technologies
  • Networking concepts such as TCP/IP and OSI model
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Visio)
• Strong written and verbal communication skills
• Excellent time management and multitasking ability
• Ability to manage multiple concurrent cases and priorities
• Willingness to travel and work flexible hours aligned to customer needs
• Knowledge of contact center operations
• Experience in technical documentation and writing

Preferred Qualifications

• Experience supporting enterprise and large business accounts, including complex technical environments
• Strong account management experience, including managing customer expectations and driving successful service outcomes
• Proven ability in account relationship building, including establishing trust with key stakeholders and executive-level contacts
• Experience working with enterprise-level customers
• Strong presentation and business communication skills
• Project management experience
• Demonstrated advanced troubleshooting, analytical thinking, and problem-solving capabilities

Work Location: This role is hybrid and requires 2 days a week in office.

Company 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)