Monitoring & Support Engineer - Manila

AeroCloud: Revolutionizing Airport Operations AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world. We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success. Our Commitment to Excellence At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritize detail, diligence, and a proactive approach in everything we do. If there’s a task to be completed, we see it through. If a customer needs an answer we don’t yet have, we respond promptly to let them know we’re on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step. About the Role You'll be responding to events from our software platform, focusing on responding to issues with equipment within our customer airport environments. You'll work to resolve these issues proactively and own the event end-to-end and take personal responsibility for their resolution. This may include; Remotely accessing the devices to resolve them yourself where possible Diagnosing the issue using a variety of tools & logs Proactively communicating with our customer about the issue, including by phone call Act as a dispatcher for any issues that can't be resolved remotely, working closely with on the ground support teams who will physically attend devices Working with our level 3 support teams for issues that need it Whilst there'll be a direct phone line from customers to report faults (in English) - this isn't a traditional service desk role. The primary aim is for an event driven monitoring team, however you will need to have the highest standards of customer service for when contact with the customer is required. Our customers are global, so there will be a requirement to work a variety of shifts across a 24x7x365 rota as part of this role. Work will be hybrid, attending our office in Muntinlupa 2-3 days a week. This role reports to the Support Team Lead (Remote Operations Center) and has no direct reports. You'll need to be able to: Diagnose and resolve technical issues across hardware, networking, and SaaS products for airport and airline customers Work within a follow-the-sun global support model, ensuring continuous coverage Manage and triage incoming issues, context-switching effectively across multiple products and customers Take personal responsibility for issues through to resolution — never leaving a customer without an update Create and maintain high-quality documentation, knowledge base articles, and runbooks Work quickly, in an environment with tight SLAs and know how to prioritise issues appropriately What We’re Looking For At least 1 year of experience in a support or monitoring role, ideally within a SaaS or technology environment Proven ability to support multiple products and context-switch effectively under pressure A customer-first mindset - strong communication and stakeholder management skills are as important as technical ability Self-starter with a relentless approach to investigating and resolving issues end-to-end Genuine ownership of knowledge-sharing and documentation as part of your day-to-day A good working knowledge of Windows-based systems, Active Directory, and Windows Server Experience of networking, scripting, code or automation is also beneficial Familiarity with airport or airline technology environments is advantageous but not essential USB and serial-connected device experience would be a bonus What We Offer Competitive salary Best in Class Share Options scheme 20 days PTO + statutory holidays Take your birthday off work on us as well Extensive upskilling and training Digital Nomad Scheme Our Ethos AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact. Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles. AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.