📍 Job Overview

Job Title: Customer Systems Engineer
Company: Remitly
Location: Manila, Philippines
Job Type: On-site
Category: Customer Support & Systems Engineering
Date Posted: 2025-06-24
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide technical customer support, manage projects, maintain the LN Product environment, and perform routine IT system maintenance.
Key Skills: Technical Support, Project Management, Customer Service, Troubleshooting, Automation, Process Improvement, Communication, SQL, CRM Applications, Analytical Skills, LexisNexis Products, Gen AI Tools, Live Chat Support, Email Support, Windows OS, PC Knowledge.

📝 Enhancement Note: This role combines customer support and systems engineering responsibilities, requiring a strong customer service orientation and technical problem-solving skills.

💻 Primary Responsibilities

Customer Support: Respond to incidents and service requests, providing excellent customer service to end users.
Project Management: Identify and solve project-related problems to ensure smooth execution and successful completion.
System Maintenance: Perform routine maintenance on IT systems and hardware, including updates, patches, backups, and installations.
Environment Management: Responsible for the ongoing management and maintenance of the LN Product environment.
Communication: Provide professional, clear, concise, and timely status communication to relevant parties on issues and workload summaries.
Process Improvement: Proactively seek opportunities to improve system operations, with a particular emphasis on automation and cost reduction.
Security: Follow security guidelines for the proper delegation of accounts and privileges.
Collaboration: Foster strong, positive relationships with development teams, peers, L2 teams, and end users, emphasizing collaboration and open communication.
Training: Undergo training from senior CSE reps to effectively fulfill responsibilities and deliver excellent customer service.

📝 Enhancement Note: This role requires a balance of technical troubleshooting skills and strong customer service orientation to effectively manage customer issues and projects.

🎓 Skills & Qualifications

Education: Bachelor's degree holder or completed at least 2 years of college (no back subjects/incomplete units)

Experience: 2-3 years of related experience in telephonic, helpdesk, or customer contact positions. Experience in TSR I support roles for LexisNexis or other tech support products is a plus.

Required Skills:

Excellent verbal, written, and interpersonal communication skills.
Customer service orientation with strong troubleshooting abilities.
Experience in Automation Fundamentals, Process Excellence, or similar learning on Process Improvement and Automation is a plus.
Background on Gen AI Tools, LLM console, Copilot, ChatGPT is a plus.
Experience in telephonic, live chat, and email support.
Experience in 2L, Product Support, or Subject Matter Expert roles is a plus.
Background in SQL and CRM applications.
Strong customer relationship-building skills.
Proficient in PC knowledge, Windows OS, Internet, and web browsers.
LexisNexis product experience is a plus.
Strong analytical skills for resolving customer issues.

Preferred Skills:

Experience in telephonic, helpdesk, or customer contact positions.
Experience in TSR I support roles for LexisNexis or other tech support products.
Background on Gen AI Tools, LLM console, Copilot, ChatGPT.
Experience in 2L, Product Support, or Subject Matter Expert roles.
LexisNexis product experience.

📝 Enhancement Note: While the role requires a specific degree or college experience, relevant work experience and skills are highly valued for this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong customer service skills through case studies or testimonials.
Showcase problem-solving skills with examples of troubleshooting and issue resolution.
Highlight project management skills with examples of successful project execution.
Display technical skills with examples of system maintenance, updates, and installations.

Technical Documentation:

Provide documentation of system maintenance processes, including updates, patches, backups, and installations.
Include examples of process improvement initiatives and automation efforts.
Showcase analytical skills with data-driven problem-solving approaches.

📝 Enhancement Note: As this role is focused on customer support and systems engineering, a portfolio should emphasize customer service skills, technical problem-solving, and project management capabilities.

💵 Compensation & Benefits

Salary Range: PHP 35,000 - 45,000 per month (based on local market research and experience level)

Benefits:

Competitive salary and benefits package.
Opportunities for training and professional development.
A dynamic and inclusive work environment.
The chance to work for a global leader in legal and regulatory information and analytics.

Working Hours: 40 hours per week, with flexible scheduling for maintenance and project deadlines.

📝 Enhancement Note: The salary range is estimated based on local market research and experience level. Benefits may vary depending on the company's policies and the employee's role and tenure.

🎯 Team & Company Context

Company Culture:

Industry: Legal and regulatory information and analytics.
Company Size: Large (global leader with multiple locations).
Founded: 1996 (as a division of Reed Elsevier Group plc).
Team Structure: The Customer Systems Engineer role works closely with development teams, peers, L2 teams, and end users, fostering collaboration and open communication.
Development Methodology: The role follows standard operating procedures and analytical methods, with a focus on continuous improvement and process excellence.
Company Website: Remitly

📝 Enhancement Note: Remitly is a global leader in legal and regulatory information and analytics, providing a dynamic and inclusive work environment for its employees.

Career & Growth Analysis:

Web Technology Career Level: Intermediate to senior, with opportunities for growth into technical leadership roles or specialized expertise areas.
Reporting Structure: The role reports to the Customer Systems Engineering Manager and works closely with development teams, peers, L2 teams, and end users.
Technical Impact: The role has a significant impact on customer satisfaction, system performance, and process efficiency, contributing to the overall success of the company's products and services.

Growth Opportunities:

Technical Growth: Develop expertise in specific technical areas, such as automation, process improvement, or emerging technologies like Gen AI Tools.
Leadership Development: Gain experience in project management, team leadership, and mentoring, with opportunities to lead teams or projects.
Architecture Decisions: Contribute to strategic decisions on system architecture, maintenance, and upgrade processes.

📝 Enhancement Note: Remitly offers opportunities for career growth and technical specialization, with a focus on continuous learning and development.

Work Environment:

Office Type: On-site, with a collaborative workspace designed to facilitate team interaction and communication.
Office Location(s): Manila, Philippines.
Workspace Context: The workspace is equipped with necessary tools, multiple monitors, and testing devices to support technical troubleshooting and system maintenance tasks.
Work Schedule: Flexible scheduling for maintenance and project deadlines, with opportunities for remote work or hybrid arrangements.

📝 Enhancement Note: Remitly's workspace is designed to foster collaboration and open communication, with a focus on supporting the technical needs of its employees.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Assess communication skills, customer service orientation, and basic technical knowledge.
Technical Assessment: Evaluate problem-solving skills, system knowledge, and process improvement experience.
Behavioral Assessment: Assess cultural fit, teamwork, and adaptability.
Final Interview: Discuss career goals, growth opportunities, and next steps.

Portfolio Review Tips:

Highlight customer service skills and problem-solving examples.
Showcase project management skills and process improvement initiatives.
Demonstrate technical skills with system maintenance, updates, and installations.
Tailor the portfolio to the specific needs and expectations of the role.

Technical Challenge Preparation:

Brush up on technical skills related to system maintenance, updates, and installations.
Review process improvement methodologies and automation tools.
Familiarize yourself with Remitly's products and services, as well as the industry and market context.

📝 Enhancement Note: The interview process focuses on assessing technical skills, customer service orientation, and cultural fit, with a strong emphasis on problem-solving and process improvement capabilities.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

CRM applications (e.g., Salesforce, Zendesk)
Ticketing systems (e.g., Jira Service Management, Zendesk Support)
Communication platforms (e.g., email, live chat, phone)

System Maintenance & Management Tools:

IT service management (ITSM) tools (e.g., Jira Service Management, ServiceNow)
Remote monitoring and management (RMM) tools (e.g., SolarWinds, Zoho ManageEngine)
Configuration management databases (CMDB) (e.g., ServiceNow, BMC Atrium)
Automation and orchestration tools (e.g., Ansible, Puppet, Chef)

Databases:

Relational databases (e.g., SQL Server, MySQL, PostgreSQL)
NoSQL databases (e.g., MongoDB, Cassandra, Redis)

📝 Enhancement Note: The technology stack for this role is focused on customer support, system maintenance, and management tools, with a strong emphasis on process improvement and automation.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Prioritize customer needs and strive to exceed expectations.
Empathy: Understand and address customer concerns with compassion and patience.
Professionalism: Maintain a high standard of customer service and communication.
Continuous Improvement: Regularly seek feedback and opportunities to improve customer support processes and outcomes.

Collaboration Style:

Cross-functional Collaboration: Work closely with development teams, designers, and stakeholders to ensure customer needs are met.
Code Review Culture: Foster a collaborative environment where team members review and provide feedback on each other's work.
Knowledge Sharing: Encourage team members to share their expertise and learn from one another to drive continuous improvement.

📝 Enhancement Note: Remitly's customer support culture emphasizes customer focus, empathy, and continuous improvement, with a strong emphasis on collaboration and knowledge sharing.

⚡ Challenges & Growth Opportunities

Technical Challenges:

System Complexity: Manage and maintain complex IT systems and infrastructure, requiring strong technical problem-solving skills.
Customer Expectations: Meet and exceed customer expectations for service quality, response time, and issue resolution.
Process Efficiency: Continuously improve system operations, automation, and cost reduction efforts.
Emerging Technologies: Stay up-to-date with emerging technologies and their potential impact on system maintenance and customer support.

Learning & Development Opportunities:

Technical Skill Development: Enhance skills in system maintenance, automation, and emerging technologies to drive continuous improvement.
Leadership Development: Develop leadership skills through project management, team leadership, and mentoring opportunities.
Architecture Decisions: Contribute to strategic decisions on system architecture, maintenance, and upgrade processes.

📝 Enhancement Note: Remitly offers opportunities for technical skill development, leadership growth, and architecture decision-making, with a focus on continuous learning and improvement.

💡 Interview Preparation

Technical Questions:

Customer Support: Describe a challenging customer support scenario and how you handled it. What was the outcome, and what did you learn from the experience?
System Maintenance: Walk through a complex system maintenance task you've performed, explaining the steps, tools, and best practices you used.
Process Improvement: Discuss a process improvement initiative you've led or contributed to. What were the results, and what challenges did you face along the way?

Company & Culture Questions:

Customer Focus: How do you ensure that customer needs are at the forefront of your decision-making process?
Collaboration: Describe a time when you worked closely with a cross-functional team to achieve a common goal. What was the outcome, and what did you learn from the experience?
Continuous Improvement: How do you approach continuous improvement in your daily work? Can you provide an example of a time when you identified an area for improvement and implemented changes?

Portfolio Presentation Strategy:

Customer Service: Highlight customer service skills and problem-solving examples, demonstrating your ability to manage customer issues and projects.
System Maintenance: Showcase your technical skills with system maintenance, updates, and installations, emphasizing your ability to manage and maintain complex IT systems and infrastructure.
Process Improvement: Demonstrate your process improvement and automation skills, highlighting your ability to drive continuous improvement and cost reduction efforts.

📝 Enhancement Note: Prepare for technical and behavioral interview questions, focusing on customer service orientation, technical problem-solving, and process improvement capabilities.

📌 Application Steps

To apply for this Customer Systems Engineer position:

Tailor Your Resume: Highlight your customer service, technical, and project management skills, as well as your experience with system maintenance, automation, and process improvement.
Prepare Your Portfolio: Showcase your customer service skills, technical problem-solving, and project management capabilities, with a focus on system maintenance, updates, and installations.
Research Remitly: Familiarize yourself with Remitly's products, services, industry, and market context to demonstrate your understanding and enthusiasm for the role.
Practice Interview Questions: Prepare for technical and behavioral interview questions, focusing on customer service orientation, technical problem-solving, and process improvement capabilities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Systems Engineer