Data Engineer

Summary

Join Zigzag as a Data Engineer with a customer service background! This role involves using strong database and data analytics skills to support the Technical Support team in data projects. You will need excellent technical problem-solving skills and the ability to communicate complex technical concepts clearly. Empathy is crucial as you'll work closely with internal and external customers. You will be the first point of contact for technical assistance, providing high-quality email support and managing customer cases. Collaboration with engineering, product, and operations teams is key to improving service delivery and customer satisfaction. This position requires a hybrid work setup, with at least one on-site visit per quarter at the Ortigas office in Manila.

Requirements

• Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent working experience)
• Hands-on experience working with databases and writing database queries (SQL)
• Experience with HTTP API integrations, including using platforms such as Postman or cURL
• Extensive experience analysing structured data using tools like Excel, Google Sheets, Looker, and SQL database clients to troubleshoot issues, generate reports, and support decision-making
• Software development domain knowledge, and ability to clearly communicate with software developers about complex issues
• 5+ years in technical roles, such as technical service desk, software development, or similar
• 2+ in a technical service desk role, performing internal or external customer support tasks
• Conducting thorough investigations of technical faults, questions, and enquiries, compiling evidence, and documenting findings
• Understanding of ticket management platforms (eg. Zendesk, Salesforce, FreshDesk, etc) and how to prioritise, track, and manage work using these tools
• Strong written and verbal communication with internal and external customers and stakeholders
• Relevant certifications
• Candidates must be willing to work in a hybrid setup, onsite at least once every quarter
• The office is located in Ortigas and working schedule is Monday to Friday, 7am to 4pm Manila Time

Responsibilities

• Contribute to projects and provide customer data insights for internal projects such as investigations, billing, reconciliation, and audits
• Generate and interpret reports that provide insights into customer usage, issues, or outcomes
• Spot recurring issues and contribute to product, process, and support content improvements
• Provide responsive, empathetic first-line technical support via email and ticketing systems
• Troubleshoot and resolve technical issues, escalating where needed
• Own customer cases end-to-end, ensuring clear communication and timely resolution
• Accurately document customer interactions and resolutions in support tools
• Support customer onboarding and provide helpful resources for ongoing success
• Collaborate with internal teams (e.g. Engineering, Product, Account Management) to resolve complex issues and share customer insights
• Assist with customer data requests and data-driven initiatives
• Monitor incidents and escalate risks or emerging trends
• Meet or exceed KPIs and service level targets
• Contribute to documentation and knowledge sharing