Job Description
Role Overview:
The Technical Support Specialist exists to protect customer experience and platform reliability by acting as the first line of technical response and resolution.
This role ensures customer issues are triaged accurately, resolved efficiently, and escalated effectively while providing clear communication and actionable insight back to Product and Engineering. Success in this role means reduced customer friction, faster resolution times, improved system reliability, and high customer satisfaction in a fast-paced, technical SaaS environment.
Responsibilities
- Customer Support & Triage: Own the end-to-end triage, investigation, and resolution of support tickets, providing clear communication, workarounds, and technical troubleshooting across APIs, integrations, and platform functionality.
- Cross-Functional Collaboration & Escalation: Partner with Product and Engineering teams to investigate complex issues, escalate appropriately through Jira, and ensure timely and structured resolution of customer-impacting defects.
- Documentation & Knowledge Sharing: Assist in creating or updating Knowledge Base articles, document recurring issues, and contribute to internal playbooks to reduce repeat incidents and improve first-contact resolution.
- Process Improvement: Contribute to retros and continuous improvement initiatives to optimise support workflows, reduce resolution times, and strengthen service quality.
- Proactive Monitoring & On-Call Support: Provide on-call support via PagerDuty when required and proactively monitor incidents to minimise downtime and customer impact.
Qualifications
- AI capability: demonstrates AI literacy, uses AI responsibly and actively engages with emerging AI tools to enhance productivity and innovation within the role.
- Technical Support Expertise: Experience in SaaS or e-commerce environments;
- Troubleshooting: Hands-on experience with troubleshooting APIs (RestAPI or GraphQL), integrations, and investigating issues using logging tools like Datadog or Rollbar.
- Software Development: A good understanding of the Software Development Cycle (SDLC) and Agile methodologies.
- Articulate Communication & Collaboration: Exemplary verbal and written communication abilities and strong cross-functional collaboration skills.
- Clear & Audience-tailored Communication: Explains complex technical issues in simple, confident language tailored to technical and non-technical audiences.
- Systems Analysis: able to break down workflows into logical steps to help identify exactly where a process is failing and troubleshoot issues effectively.
Tools & Systems
- Zendesk
- Jira
- Postman
- Datadog
- Slack
- PagerDuty
- GitHub
- Google Suite
Work Schedule: Monday to Friday 8AM to 5PM Manila Time (with flexibility esp during the training period)
Work Location: Homebased / WFH
