Technical Support Engineer | SaaS

About the role

Technical Support Engineer supporting customers using PRTG Network Monitor. You will serve as the first point of contact for IT professionals, helping them troubleshoot issues, configure monitoring environments, and optimize performance. This role focuses on 1st to 2nd level support, covering everything from setup to more advanced monitoring scenarios.

Key responsibilities

• Provide technical support via tickets, chat, and phone
• Troubleshoot and resolve PRTG issues (sensors, alerts, performance, configuration)
• Assist with installation and configuration of PRTG core server and remote probes
• Set up and manage devices, groups, sensors, and auto-discovery
• Work with monitoring protocols such as SNMP, WMI, SSH, and TCP/IP/UDP
• Configure sensor thresholds, triggers, dependencies, and alerting
• Set up and troubleshoot notifications and escalation workflows
• Create and support dashboards, reports, and visualizations (maps)
• Analyze logs, SNMP traps, syslog, and system data to identify issues
• Support monitoring across networks, servers, cloud, and virtualization environments

About you

• Bachelor's degree in IT or related field (or equivalent experience)
• 3+ years in Network Monitoring Support, system administration
• Understanding of network monitoring protocols
• Knowledge of TCP/UDP/IP, SNMP, WMI
• Hands-on experience in Network Monitoring Tool
• Experience in a ticketing/support environment (Zendesk, ServiceNow, Jira, etc.)
• Hands-on experience with monitoring tools (PRTG, Nagios, Zabbix, SolarWinds)
• Familiarity with Windows Server and IT infrastructure
• Strong troubleshooting and analytical skills
• Strong communication skills; fluent in English

Benefits

• Great base salary
• Sign-in Bonus of Php 10,000
• HMO Medical Insurance
• Dental Coverage
• Paid Vacation and Sick leave
• 13th-Month Pay
• Career & Leadership Development Training Programs
• Corporate Employee Discounts on Partnered Stores

About us

ContactPoint360 is one of the fastest-growing BPOs in the world. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are a way of life. We invest in our people and develop them into future leaders. 50% of ContactPoint360's leaders were promoted from within. Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.