(Fluent English) Technical Support Consultant (Philippines, Remote)

Who we are?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Deliver high-quality technical support services to enterprise B2B clients via emails;
• Join a global support team and offer on-call assistance for critical issues as required;

• Troubleshoot complex technical issues and escalate as needed;
• Acts as the primary technical contact during the life-cycle Live events;
• Use SQL, Grafana, OpenSearch, and other tools to analyze logs, APIs, and errors;
• Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience;
• Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• At least 1 year of experience in Tier 2 technical support, preferably in enterprise SaaS environments;
• Proven ability to diagnose and resolve complex technical issues quickly;
• Ability to work with clients to understand their issues and provide efficient solutions;
• Proficient in using ticketing systems like Zendesk, Jira, or similar platforms;
• Experience with customer onboarding and platform integration;
• Experience in customer onboarding, troubleshooting, and platform integration;

Will be a great plus:

• Bachelor’s Degree in Computer Science, Information Technology, or a similar discipline;
• Proficiency in reading and writing scripts in Python, Bash, or JavaScript.

Benefits:

• Fixed schedule: Monday to Friday, 7:00 AM – 4:00 PM Manila Time;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.