L2 Application Support
About the Role
We are seeking a highly motivated Player-Coach to lead and grow our Support team for telecom software operations. Part hands-on support engineer and part team coach/manager. You will work directly with telecom software support issues, learning on the job quickly, while simultaneously guiding and mentoring two junior resources. With no formal manager currently in place, you will naturally step into the leadership role, providing structure, setting standards, and helping the team deliver high-quality support.
This is an ideal role for someone who thrives in dynamic environments, has excellent problem-solving instincts, and enjoys developing others while actively contributing themselves.
Key Responsibilities
- Hands-On Problem Solving
- Triage, troubleshoot, and resolve software support issues in telecom operations.
- Learn quickly and adapt to new systems, tools, and processes.
- Escalate to experts when needed, ensuring efficient resolution paths.
- Coaching & Mentoring
- Coach junior team members to apply common sense, troubleshooting logic, and systematic thinking.
- Provide feedback, shadowing opportunities, and “live coaching” during real support cases.
- Encourage ownership and confidence in junior staff while fostering a growth mindset.
- Team Leadership
- Act as the day-to-day leader/manager of the support team.
- Establish clear priorities, coordinate workload, and ensure timely follow-ups.
- Be the point of contact for escalations, communication, and stakeholder updates.
- Instill a culture of accountability, collaboration, and continuous improvement.
- Operational Excellence
- Document learnings, troubleshooting guides, and best practices for team reference.
- Identify gaps in tools, processes, or knowledge and proactively address them.
- Champion process improvements to make the team more effective.
Requirements
- Experience
- 5+ years in software support, operations, or related technical roles (telecom industry exposure strongly preferred).
- Proven ability to learn quickly and apply structured troubleshooting under pressure.
- Prior experience coaching or mentoring junior team members.
- Exposure to telecom OSS/BSS systems, network management, or CPaaS platforms is a plus.
- Skills
- Strong logical reasoning and problem-solving skills.
- Ability to simplify complex issues and explain them clearly.
- Excellent interpersonal and communication skills, with the ability to coach and motivate.
- Natural leadership qualities, with or without a formal title.
- Comfortable working in an environment with minimal existing structure and helping to build it.
- Role type
- Information Technology Support
- Locations
- Uptown Place, Bonifacio Global City, Taguig
- Remote status
- Fully Remote
- Work Schedule
- Morning Shift
- Shifting Schedule?
- false
- Shifts with Daylight Savings?
- false
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.