Technical Support Engineer - Hypercare Team at five9

This role is ideal for a mid-level Technical Support Engineer with at least 3 years of experience, specifically within the SaaS or Contact Center space. You should have a solid foundation in networking (TCP/IP, OSI model) and VoIP technologies, along with a "Hypercare" mindset—meaning you excel at providing high-touch, proactive support for enterprise-level customers during critical implementation phases. A standout feature of this position is the comprehensive Filipino benefits package, which includes company stocks, a performance-based annual merit increase, and a 15% night shift differential. While the role is hybrid in Manila, Five9 provides internet and meal allowances during work-from-home periods, alongside HMO coverage for dependents and a retirement plan. **You might be a good fit if you...** * Have hands-on experience troubleshooting PBX, ACD, CTI, or IVR applications. * Are comfortable working in a 24x7x365 environment and can adapt to shifts aligned with global customers. * Can use tools like Wireshark to diagnose network issues and possess functional knowledge of CRMs like Salesforce or NetSuite. * Enjoy "white-glove" service, performing proactive system scans to ensure uptime for high-priority clients.