Job Opportunity: Netsuite Support Specialist
Location: Davao City and Makati City, Philippines (Office-Based)
Experience: 5–7 Years
Job Description
Data Skill Source is hiring a Technical Support Specialist to support one of our fast-growing B2B SaaS clients in the intake-to-procurement orchestration space.
In this role, you'll work on a high-volume support function, helping resolve platform-related tickets, troubleshoot complex user issues, and support enterprise customers through clear, timely, and professional communication. We are looking for someone with deep expertise in NetSuite and a solid background in technical support, platform operations, or systems administration.
This is a long-term, office-based role located in Davao City.
What You'll Do
Ticket Support & Issue Resolution
- Triage & Investigation: Triage, investigate, and resolve support tickets related to NetSuite platform functionality, user access, complex workflows, and system behavior.
- Stakeholder Communication: Communicate clearly with internal stakeholders and end users to gather context, explain technical issues, and provide resolutions.
- Escalation Management: Escalate complex product defects to Product Management and Development teams while maintaining strong documentation and ownership.
- SLA Compliance: Ensure all tickets are handled accurately, efficiently, and in line with strict SLA expectations.
Platform & Systems Support
- Workflow & Integration: Diagnose issues within SaaS platforms and adjacent business systems (e.g., SuiteScript, SuiteFlow) to support operational workflows.
- Admin-Level Tasks: Execute admin tasks such as user setup, permissions updates, workflow checks, data validation, and system troubleshooting.
- Enterprise Investigation: Use tools similar to NetSuite, Oracle, or similar enterprise systems to investigate financial discrepancies and support business processes (OTC, PTP, SCM).
- Documentation: Maintain accurate records, internal notes, and technical process documentation.
Operational Excellence
- Standard Operating Procedures: Follow established SOPs and support processes with consistency and high attention to detail.
- Continuous Improvement: Identify recurring issues and suggest process or documentation improvements to drive efficiency.
- Collaboration: Collaborate with team leads and cross-functional teams to improve support quality and speed.
Requirements
Technical Skills
- 5–7 years of experience in technical support, application support, systems administration, or a related ERP-focused role.
- NetSuite Expertise: Hands-on experience with NetSuite (SuiteFoundation/Administrator level) or similar high-tier enterprise platforms.
- Ticket Management: Proven experience working in high-volume, ticket-based support environments with strong case management and follow-through.
- Problem Solving: Strong troubleshooting skills, including the ability to investigate complex workflows, user permissions, and data-related issues.
- Adaptability: Comfortable learning new platforms quickly and navigating complex SaaS environments.
Professional Skills
- Communication: Excellent written English and strong professional communication skills.
- Organization: Highly organized, dependable, and detail-oriented.
- Independence: Able to manage multiple priorities and work independently within a structured office environment.
- Customer Focus: Strong sense of ownership, initiative, responsiveness, and dedication to customer service.
Preferred Qualifications
- B2B SaaS Experience: Previous experience supporting B2B SaaS products or enterprise software customers.
- Certifications: NetSuite Certified SuiteFoundation, Administrator, or ERP Consultant.
Location: Must be based in or willing to relocate to Davao City or Makati for daily office operations.
