Technical Support Consultant (SaaS)

TL;DR

Technical Support Consultant (SaaS): Delivering technical support via chats, emails, and phone calls for global tech companies with an accent on complex troubleshooting and log analysis. Focus on analyzing APIs and errors using SQL and Grafana, and collaborating with R&D to improve customer experience.

Location: Remote (Must be based in the Philippines)

Company

Global Intelligent Support-as-a-Service leader partnering with tech companies like MasterCard, Calm, and MacPaw to deliver secure customer and technical support.

What you will do

• Deliver high-level technical support via chats, emails, and phone calls.
• Troubleshoot complex technical issues, analyze logs, APIs, and errors using SQL, Grafana, and OpenSearch.
• Act as the primary technical contact during live event life-cycles.
• Escalate incidents with detailed impact, timelines, and reproduction steps.
• Collaborate with R&D, Product, and Account Management teams to enhance customer experience.
• Manage smooth integration and onboarding for customer events.

Requirements

• English: C1 proficiency (spoken and written) required.
• Location: Must be based in the Philippines.
• 1–2 years of proven experience in a Technical Support role.
• Previous experience as a Tier 2 Technical Support Engineer.
• Strong problem-solving abilities and a customer-focused attitude.

Nice to have

• Bachelor’s Degree in Computer Science, IT, or a similar discipline.
• Proficiency in scripting with Python, Bash, or JavaScript.

Culture & Benefits

• Fully remote work opportunity with a flexible schedule.
• Compensation provided in USD.
• Inclusive international environment with a culture built on trust and no time-tracking.
• Internal health policy and balance between workload and personal time.
• Professional development opportunities and responsive leadership.