Tier 1 Technical Operations Specialist

Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role:
We're seeking a Tier 1 Technical Operations Specialist. This role is designed for someone technically comfortable enough to read a telemetry dashboard and reason about what a sensor reading or error code is actually telling them, without needing to be a systems engineer.
You'll play a key role as the human half of an AI + operator support team for hardware clients, monitoring alerts, triaging issues alongside an AI agent, and coordinating with field technicians or engineering teams to drive problems to resolution.

Location: Must be in The Philippines – Remote.
Environment: Philippines and International Teams.
Language: Advanced English (B2+ - C1).
Timezone: 24/7 rotating shift coverage, including nights, weekends, and holidays on a rotation.
Contract: Full Time

Requirements:

• Education: Not specified; background or coursework in electronics, IT, telecom, or a related technical field is a plus.
• Experience: Prior experience in a technical support, NOC, or BPO Tier 1/2 role preferred; familiarity with IoT devices, embedded systems, or electromechanical hardware a plus.
• Skills: Comfort reading and interpreting telemetry — dashboards, sensor data, logs, and error codes; experience with ticketing systems (Zendesk, Jira, or similar) and monitoring/dashboard tools (Grafana, Datadog, or similar); basic SQL or scripting for pulling/filtering data a plus; strong written and spoken English for coordinating directly with US-based field technicians and engineering teams.
• Characteristics: Able to follow structured troubleshooting protocols while using judgment on edge cases; comfortable working alongside AI tools as a core part of the workflow, not just an occasional aid; detail-oriented documentation habits so tickets are usable by the next shift or the AI agent; calm, methodical approach under pressure; able to work a rotating 24/7 schedule, including overnight and weekend shifts.

Responsibilities:

• Monitor real-time alerts and incoming tickets across Zendesk/Jira and client monitoring dashboards.
• Partner with an AI agent to triage each issue — confirming what it's flagging, pulling relevant telemetry, and determining next steps.
• Debug light-to-moderate technical issues using telemetry data, logs, and error codes, distinguishing real hardware faults from noise, connectivity issues, or false alarms, and follow documented runbooks to resolve known issue types.
• Coordinate with field technicians or on-site staff when a problem requires physical inspection, tracking that work through to resolution, and escalate issues beyond Tier 1 scope to the client's engineering team with clear context.
• Log every alert, action taken, and outcome in the ticketing system with enough detail for the next person or AI agent to pick up, and flag recurring issues or runbook gaps back to the team.