{"id":3063773,"url":"https://alion.io/job/kmc-solutions-senior-product-support-engineer","title":"SENIOR PRODUCT SUPPORT ENGINEER","company":{"id":2968,"name":"KMC Solutions","domain":"kmc.solutions","url":"https://alion.io/company/kmc-solutions","size_band":"5000+","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"B","score":83,"open_postings":46,"ghost_share":0,"stale_share":0.674,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":28000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CI/CD","optional":false},{"name":"Datadog","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Sentry","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-07-10T10:00:49Z","employer_posted_date":"2026-07-10","last_verified_at":"2026-11-09T09:21:13Z","board_verified":true,"closed_at":null,"days_open":122,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":121},"description":"SENIOR PRODUCT SUPPORT ENGINEER\nMakati City, PhilippinesOnsiteIT - Engineering SupportPosted Jul 10\nMake your next big career move by applying as KMC Solutions’ next SENIOR PRODUCT SUPPORT ENGINEER\nThe Senior Product Support Engineer is a highly skilled, senior-level technical expert within the Customer Success team at SOCi. This role is responsible for isolating, troubleshooting, and resolving complex and escalated customer issues - ranging from intricate product bugs to multi-system integration failures - while acting as a critical liaison between customer-facing teams and Engineering. Operating in a fast-paced environment, the Senior Product Support Engineer dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long-term solutions, and implement scalable solutions. This role works cross-functionally with Product and Engineering teams to influence improvements in both the product and internal processes, while proactively identifying patterns that reduce future escalations.\nAdditionally, the Senior Product Support Engineer supports the broader Support team by sharing knowledge, providing mentoring and guidance, and raising the overall bar for technical excellence. Exceptional problem solving skills, strong communication, and the ability to manage high-pressure customer interactions with professionalism are essential to success in this role.\nOn top of your salary, here are the exciting benefits you can look forward to:\nHealth Insurance/HMO\nEnjoy unlimited MadMax Coffee\nDiverse learning & growth opportunities\nAccessible Cloud HR platform (Sprout)\nAbove standard leaves\nThe main responsibilities of a SENIOR PRODUCT SUPPORT ENGINEER include:\nInvestigate and resolve highly complex customer issues escalated from Tier 1 and Tier 2 Support teams, including troubleshooting advanced support cases such as Facebook API errors, publishing failures with emerging root causes, and reporting discrepancies - all while delivering exceptional customer service.\n\nDirectly interact with customers to isolate and understand issues; and collaborate with Engineering, Product, and DevOps teams to resolve complex incidents and drive product improvements.\n\nAnalyze data from SQL databases to support issue investigations and identify root causes.\n\nDebug and troubleshoot issues related to SOCi APIs, integrations, and backend services.\n\nProactively identify patterns in product quality, systemic issues, or feature gaps, and provide actionable recommendations to improve code, test coverage, or processes in partnership with Product teams.\n\nCoach and mentor junior Customer Support teammates on advanced troubleshooting techniques and deep product behavior understanding.\n\nReproduce and document bugs with clarity for Engineering handoff, including logs, reproduction steps, and severity assessments.\n\nMaintain detailed records of investigations and resolutions in our case management tools (e.g., Zendesk, Salesforce).\n\nWrite technical knowledge base articles, internal documentation, and runbooks for Tier 1 and Tier 2 enablement.\n\nParticipate in the on-call rotation for critical incidents and weekend support coverage as needed.\n\nContribute to team projects, tooling improvements, and automation initiatives that improve the support experience and scalability.\n\nBe willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned\n\nTo apply, you must be an expert on the following requirements:\n3-5 years of technical support experience, ideally in a SaaS environment with enterprise-level customers.\n\nProven experience writing and executing SQL queries to analyze, troubleshoot, and validate data.\n\nFamiliarity with RESTful APIs: able to make API calls (e.g., via Postman), analyze responses, and debug integration issues.\n\nStrong troubleshooting methodology and analytical thinking skills. You can break down vague problems into actionable next steps.\n\nExperience debugging web applications or working with front-end and back-end technologies is a strong plus.\n\nComfortable reading system logs, browser dev tools, and API traffic to identify issues.\n\nExcellent communication skills, especially when translating technical details for a non-technical audience.\n\nStrong collaboration skills - you work well across teams and can advocate for both customers and internal stakeholders.\n\nSelf-motivated, highly organized, and able to manage competing priorities in a fast-paced environment.\n\nPrior experience with support tools like Jira, Salesforce, Zendesk, and monitoring tools (e.g., Datadog, Sentry) is preferred.\n\nAbility to thrive in ambiguity and take ownership of complex challenges.\n\nIt will also be favorable if you are knowledgeable in:\nFamiliarity with social media platforms, listings management, or local SEO tools.\n\nExperience with scripting or automation (Python, Bash, or similar).\n\nExposure to CI/CD pipelines and deployment workflows.\n\nUnderstanding of authentication protocols (OAuth, JWT, etc.).\n\nIT - Engineering Support\n Applying takes about a minute\nKnow someone for this?\nRefer them in a few clicks and track their progress from your referrals dashboard.","description_format":"text","description_chars":5196,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Health insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Coworking & Shared Office","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-10-22T07:14:53Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.447,"p_room":0.28,"age_days":121,"expected_fill_days":44,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/kmc-solutions-senior-product-support-engineer","json_url":"https://alion.io/job/kmc-solutions-senior-product-support-engineer.json","meta":{"generated_at":"2026-11-09T10:45:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11822,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2968},"rest":"https://alion.io/mcp/rest/get_company?id=2968"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkmc-solutions-senior-product-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkmc-solutions-senior-product-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkmc-solutions-senior-product-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kmc-solutions-senior-product-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkmc-solutions-senior-product-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3063773}},{"tool":"search_jobs","arguments":{"company":"kmc.solutions","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3063773},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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