Title: Technical Support Engineer (East Asia) Location: Davao 11 PH Remote - Davao, Davao, Philippines Job Description: FileCloud is looking for an enthusiastic and experienced Technical Support Engineer based in East Asia to join our team. In this role, you will diagnose, troubleshoot, and resolve customer issues in a timely manner. You will be required to provide support coverage during US hours. This role is fully remote and will require working remotely with other team members. About FileCloud: FileCloud is a hyper-secure EFSS (enterprise file sync and share) platform that provides industry leading compliance, data governance, data leak protection, data retention and digital rights management capabilities. FileCloud is a leader in content governance and collaboration for unstructured data, trusted and used worldwide across Global 1000 enterprises, educational institutions, government organizations, and service providers. In addition to its enterprise file sharing solution, FileCloud’s product portfolio also includes Signority (acquired in May 2024), a Canadian-based e-signature and document workflow platform. We are currently expanding our team as we grow and improve FileCloud. Responsibilities: - Become a product expert by learning all the different features of FileCloud – installation, configuration of features, and testing the product on multiple desktop applications - Respond to all Level 1 & Level 2 support tickets within SLA - Create internal SUP/ CL Tickets with development - Fill in required forms and administer & complete tickets after dealing with customers - Follow up with customers and keep them updated regarding any tickets under investigation - Create knowledge base content derived from resolved issues - Support weekend shift rotation (at least 1 weekend shift per month) - Follow escalation procedures as required to the designated team - Present good communication (both written and verbal) between team and other departments. - Perform professional service tasks assigned by the senior team – scheduled calls with customers, recreating the customer environment, and testing the solutions ahead of deployments. Ideal Candidate: - Currently based and reside in East Asia. - Available to work 10 am to 6 pm (US Eastern Time) - Strong verbal and written communication skills in English - 3+ years Linux administration experience with Ubuntu, CentOS, Debian, RHEL - Familiar with Apache Web Server troubleshooting - Knowledge of Web Application support in Linux - Possess Network Shares management skills - 2+ years in a Technical Support position (customer service/technician) - 1+ year support ticketing system experience (HubSpot, Zendesk, Freshdesk, SupportPal, Clarify, etc.) - 2+ years in Windows Server Administration working with Active Directory, NTFS, IIS, SSL certificates, Power Shell etc - Possess PHP application debugging skills - 1+ years’ experience in MongoDB troubleshooting - 2+ years’ experience in Apache troubleshooting - 1+ years’ experience AWS Administration - 1+ years’ experience Azure Administration - Possess Single Sign On experience We Offer: - Be part of a team of passionate, committed individuals dedicated to building a world-class product - Dedicated time for training and education opportunities - A mentorship model wherein your mentor and team support your development - A competitive salary with an annual bonus - Fully remote working whilst offering flexible hours that fall outside of the companywide core hours of 9am -12pm (US Eastern time zone) - 20 days of paid time off which increases by a further 2 days after 3 years of service and 3 days after 5 years of service (in addition to 10 public holidays in your country) - Paid day off on your birthday or on an alternative day if your birthday falls outside a normal working day - Paid day off to volunteer with the charity of your choice - Paid monthly internet cost, as well as lunch and wellbeing stipend provided - Reimbursement of all hardware costs associated with the role Please note that we conduct background security checks for everyone joining our team.

• Provide customer support to DataRobot AI Platform users via the SalesForce ServiceCloud ticketing system during 09:00 AM - 05:00 PM JST (12 AM - 8 AM UTC) • Help customers over email or Zoom/Webex meetings to facilitate issue resolution • Work with product, engineering, and data science teams to resolve customer issues • Create workarounds when standard procedures have failed and ensure issues are solved in a timely manner • Document customer issues and resolutions, create knowledge base content related to software usage • Participate in AI Support projects to develop models and tools to automate and improve customer service • Weekend Severity 1 on-call rotation • Participate in production incidents (IR) on the DataRobot MTS (SaaS) platform as an Incident Communicator • Collaborate with regional partners to resolve outstanding issues and engage the in-house Partner Enablement team to drive operational excellence. • Contribute to the design and scale agentic workflows to automate complex internal queries, while establishing a continuous feedback loop for support bot optimization and performance tuning.

• Handling support tickets • Perform platform monitoring and code analysis to fix errors and respond to tickets.

• Provide L3 support for Temenos Infinity platform • Troubleshoot APIs and resolve issues in production environments • Collaborate with cross-functional teams to improve integration with core banking systems • Engage in incident management and contribute to problem resolution • Work on CI/CD tasks and manage releases