Customer Technical & Site Reliability Specialist

Since our founding in 2017, Willow has grown from a start-up in Australia to serving customers around the globe. Our product offering digitizes the build world for a better world. We make our customers buildings work smarter for them and the environment.

You will be joining a team of performance-driven Willowers, backed by the most advanced technology the built world has ever seen.

Willow is the digital twin of the built world. We enable our users to make proactive, data-led decisions in real-time, to grow profits, reduce expenses, and better manage risk. The Willow Customer Support team is responsible for detecting, troubleshooting, and resolving customer technical support issues in a timely manner. In addition, the team reports on product availability and performance and maintains systems for automated detection and tracking of customer support issues. The Customer Support Technical Specialist works closely with internal and external technical teams to identify, reproduce, and resolve technical issues and escalates issues that cannot be resolved, to Level 3 Software Engineering. 

Roles & Responsibilities:

• Manage and resolve customer technical support issues

• Reproduce technical issues and identify the root cause

• Collaborate with internal and external engineering teams to solve technical support problems

• Raise product bugs with Software Engineering

• Report on performance and availability of the WillowTwin

• Assist in the development and reporting of Service Level Indicators measuring product service quality

• Maintain systems for automated fault detection and reporting 

• Work with Engineering teams to automate Event capture from Willow systems

• Develop automated Event processing rules to diagnose and escalate faults 

• This position requires a nightshift schedule and will be based in Manila

Skills & Experience:

• Essential Skills:

• Strong problem-solving and analytical skills

• Excellent verbal and written communication skills

• Experience working with software vendors

• Nice to have:

• Familiar with customer support tools and processes: Zendesk, Confluence etc.

• Degree or diploma in software engineering or a related technical discipline 

By joining our team of Willowers, we offer true flexible working arrangements, remote and/or hybrid as well as parental leave available for those budding families. 

But it is not all about us – it’s about you and the world around us. Willowers can dedicate up to 3 days a year to causes they love or level up through our Willow Academy. Psst…we’ve got your back with cool discounts on shopping and services too. 

We at Willow never give up, we work smart, we care about our fellow human beings, and we always put our best foot forward. 

At Willow, we’re not just looking for the right fit for the job – we’re excited to embrace a rainbow of talents and perspectives, fostering a vibrant workplace where all individuals are celebrated and discrimination is left at the door.

To find out more, visit the website:willowinc.com