Product Support Engineer

TL;DR

Product Support Engineer (SaaS/iPaaS): Own enterprise support tickets end-to-end for integration and automation platform with an accent on diagnosing multi-system workflows, using AI-assisted tooling, and driving customer resolutions. Focus on handling escalations, mentoring juniors, and surfacing product intelligence from recurring issues.

Location: Alabang, Philippines

Company

Leader in enterprise orchestration with AI-powered platform connecting data, processes, and applications for global businesses.

What you will do

• Own enterprise support tickets: triage, troubleshoot, resolve using log tooling.
• Handle escalations, lead customer calls, and manage support chat as needed.
• Keep customers proactively informed on status and next steps.
• Use AI tools for diagnosis, knowledge retrieval, and communication; contribute to knowledge base.
• Mentor juniors, conduct trainings, and collaborate on cross-team projects.
• Identify improvements and provide product intelligence to leadership.

Requirements

• Degree in Computer Engineering, Computer Science, or Information Technology.
• 3+ years in enterprise technical support at SaaS or iPaaS company.
• Hands-on with integration platforms like hirify.global, MuleSoft, Boomi.
• Familiarity with business apps: Salesforce, ServiceNow, NetSuite, Jira, etc.
• Read integration logs, trace errors; knowledge of REST APIs, webhooks, OAuth.
• Excellent verbal and written English skills.
• Flexibility for rotating shifts including morning, mid, and overnight.

Culture & Benefits

• Flexible, trust-oriented culture empowering ownership.
• Balance productivity with self-care in vibrant work environment.
• Multitude of benefits inside and outside work life.
• Ranked #1 best company for remote workers by Quartz (though onsite here).