Job Description

About WOW24-7

WOW24-7® is a global customer and technical support company serving SaaS, hardware and technology clients across four continents, with agents in the Philippines, Colombia, Ukraine, Bulgaria, Portugal, Poland and the US. We are ranked among the top contact-centre outsourcing providers on G2 and certified to ISO 27001, ISO 27701 and ISO 9001. Our tagline is our standard: Predict. Prevent. Delight. CX, Done Right.

The role

You join a WOW24-7 team dedicated to one enterprise client. The platform is highly configurable, integrates with customers own systems, and has web and mobile applications. Customers are large organisations with their own IT help desks, so tickets arrive already filtered: your job starts where first-line support ends.

You will log and classify tickets in Jira Service Management, investigate with SQL, logs and API calls, reproduce problems, provide or coordinate workarounds within agreed severity targets, and hand confirmed defects to engineering with clean evidence. A typical investigation takes two to four hours of focused work. You report to a WOW24-7 Team Lead and work alongside the client's own support engineers.

What you will do

Lead investigations end to end on complex tickets: configuration, integration and suspected product defects
Run SQL queries, read application and system logs, and use REST APIs in Postman to find root causes the UI does not show
Reproduce issues and assemble the evidence engineering needs: steps to reproduce, logs, timestamps, screenshots, user and device details
Manage incidents in Jira Service Management with accurate documentation, prioritisation and follow-up to closure
Troubleshoot web and mobile applications across computers, iOS and Android, including browser, network and connectivity issues
Escalate to the client's L2/L3 teams (product, integration, analytics, DevOps) and keep customers informed
Own the runbook library in Confluence, turning recurring issues into documented procedures
Review and mentor the Technical Support Specialist working alongside you, especially during ramp-up
Produce summary reports and analyse support trends to inform the client's product and process decisions

What you bring

Working SQL: SELECT statements with joins, filters and aggregates, including multi-table investigations
REST API literacy: reading JSON, building requests in Postman, interpreting responses and status codes, and using APIs to reproduce defects
Basic scripting exposure, preferably Python or Lua
Hands-on troubleshooting of web and mobile apps across computers, iOS and Android
Experience with a ticketing or ITSM tool and working to severity-based response targets (Jira Service Management and Confluence are a plus)
Clear written and spoken English (B2 minimum, C1 preferred). You will write to and call enterprise customers directly
Diploma or bachelor's degree in any field; a technical degree is not required
Typically 3 to 5 years in technical or application support. We assess capability, not tenure
Preferred: enterprise or B2B SaaS support experience, ideally with integration-heavy products, and experience owning runbooks or mentoring a colleague

Who you are

A problem solver who knows what questions to ask even without the answer. A quick learner who wants to understand a complex product in depth. Determined: no detective leaves a case unsolved. Organised when handling several open requests at once, and interested in building a career in technology.

What we offer

Full-time, remote, based anywhere in the Philippines with reliable connectivity
Day shift only: Monday to Friday, 9:00 to 18:00 Philippine time, 40 hours a week with a one-hour break. No nights, no weekends
Paid time off: 11 public holidays, 18 vacation days and 5 sick days
One week of guided product induction from the client's specialists, then two to three weeks on live tickets with a senior reviewing your work. Daily coaching from your Team Lead
Exposure to an enterprise platform used by large organisations, with SQL, API and integration work from day one
A path to grow: the engagement is expected to expand