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.