{"id":2556406,"url":"https://alion.io/job/cxapp-support-engineer","title":"Support Engineer","company":{"id":3078383,"name":"CXApp","domain":"cxapp.com","url":"https://alion.io/company/cxapp","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Muntinlupa, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"CI/CD","optional":false},{"name":"Datadog","optional":false},{"name":"Grafana","optional":false},{"name":"Jira","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"AWS","optional":true},{"name":"Confluence","optional":true},{"name":"Docker","optional":true},{"name":"GitHub Actions","optional":true},{"name":"GitLab CI","optional":true},{"name":"ITIL","optional":true},{"name":"Jenkins","optional":true},{"name":"Kibana","optional":true},{"name":"Kubernetes","optional":true},{"name":"Linux","optional":true},{"name":"Postman","optional":true},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-09-02T00:00:00Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-10-14T19:21:30Z","board_verified":true,"closed_at":null,"days_open":42,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":42},"description":"About CXApp\nCXApp is a software development company committed to revolutionizing customer and employee engagement through innovative digital solutions. Our platform enables organizations worldwide to design personalized experiences that drive productivity, collaboration, and growth. We take pride in cultivating a vibrant, inclusive, and forward-thinking culture where creativity, teamwork and excellence fuel everything we do.\nJob Summary\nCXApp Philippines is hiring a Support Engineerto be the frontline point of contact for customers using our in-house developed product, while also carrying Level 1 DevOps responsibilities - monitoring system health, triaging alerts, and executing routine, well-documented operational tasks under the guidance of the Technical Support Manager. This is a blended role for someone who enjoys solving customer problems and requests and is curious about the infrastructure and systems running underneath the product. You will collaborate closely with Engineering, Product, and Customer Experience teams to ensure timely issue resolution and contribute to enhancing the overall user journey.\nKey Responsibilities\nCustomer Technical Support\nRespond to and resolve customer support tickets (email, chat, or helpdesk platform) covering functionality, configuration, and troubleshooting across the full CXApp product suite.\nReproduce reported issues, gather logs/diagnostics, and distinguish user-error, configuration, or genuine product bugs.\nTrack SLAs and ensure timely, professional communication with customers throughout ticket lifecycles.\nEscalate complex technical issues to Tier 2/engineering with clear reproduction steps and context.\nMaintain and improve internal knowledge base, create macros/templates, and share best practices.\nLevel 1 DevOps Support\nMonitor system dashboards, uptime alerts, and logs (e.g. via tools like Datadog, Grafana, CloudWatch, or equivalent) and coordinate comms, and support incident post- mortems.\nExecute routine, pre-documented operational tasks: restarting services, clearing queues, running standard deployment/rollback scripts under runbooks.\nPerform first-pass triage on infrastructure incidents - is this a known issue, a config problem, or does it need immediate escalation to DevOps/engineering on-call.\nAssist with basic CI/CD pipeline checks (build status, deployment logs) and flag failures to the responsible engineer.\nMaintain and follow runbooks/SOPs; propose updates when a documented process no longer matches reality.\nKey Performance Indicators (KPIs)\nCSAT (Customer Satisfaction Score)\nSLA compliance (response, updates, resolution)\nFirst Contact Resolution (FCR)\nEscalation handling & backlog health\nKnowledge contributions (articles, macros, SME insights)\nNote: KPIs may be adjusted based on business priorities and are not intended to be an exhaustive list of performance expectations.\nCandidate Profile\nA natural problem-solver who finds satisfaction in helping others overcome challenges.\nGenuinely curious about technology and eager to keep learning and growing your skills.\nAn active listener who takes the time to fully understand problems and provide effective, lasting solutions.\nA collaborative teammate who enjoys learning from others and is patient and supportive when teaching or guiding in return.\nSomeone who thrives in a customer-first, team-oriented environment, where success is built together.\nRequired Qualifications\n3-5 years of experience delivering B2B enterprise-level technical support.\nHands-on experience with issue management tools (Zendesk, Slack, JIRA) and cross-department workflows.\nSolid understanding of the issue lifecycle: prioritization, escalation, and resolution.\nStrong interpersonal and collaboration skills (with both customers and internal teams).\nProven ability to manage a high volume of inquiries, resolving or escalating as appropriate.\nDemonstrated ownership and accountability, driving issues from start to resolution.\nPreferred Qualifications\nExposure to CI/CD tools (GitHub Actions, GitLab CI, Jenkins).\nBasic familiarity with containers (Docker) and orchestration concepts (Kubernetes at a conceptual level).\nPrior experience in a role that blended support + operations (e.g., \"Support Engineer,\" \"Application Support,\" \"IT Operations/ServiceDesk\").\nRelevant certifications: AWS Cloud Practitioner, ITIL Foundation, CompTIA Linux+.\nDebugging: Browser DevTools, HAR capture, Postman\nExperience with system dashboards, uptime alerts, and logs (e.g. via tools like Datadog, Grafana, CloudWatch, or equivalent)\nTools You’ll Use\nSupport/Ticketing: Zendesk, Jira Service Management\nKnowledge Base: Confluence\nCommunication: Slack, Teams\nDebugging: Browser DevTools, HAR capture, Postman\nMonitoring & Logs: Statuspage, Kibana/Elastic\nWhy Join CXApp\nBe part of an innovative organization shaping the future of digital engagement solutions.\nWork with a diverse, talented and passionate global team.\nThrive in a culture that values professional growth, creativity and work-life balance.\nIf you feel you have the qualifications we are looking for and CXApp sounds like something you want to be part of, apply now and reach out with your credentials!","description_format":"text","description_chars":5182,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T19:21:30Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long 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