Technical Support Specialist

TL;DR

Technical Support Specialist (SaaS/Testing): Managing technical inquiries, troubleshooting, and license operations for continuous testing products with an accent on customer-facing communication and ITIL-based support processes. Focus on resolving complex technical cases, coordinating license delivery, and ensuring high-quality service for global clients.

Location: Must be based in Manila, Philippines (Hybrid: 3x Onsite, 2x WFH).

Company

hirify.global is a global market leader in continuous testing and quality engineering, providing innovative software solutions for automated testing.

What you will do

• Analyze, troubleshoot, and resolve technical inquiries and cases for products like Tosca, qTest, and NeoLoad.
• Manage end-to-end license operations, including creation, administration, and distribution.
• Interact with customers via self-service portals, email, chat, and occasional calls.
• Collaborate with internal partners to ensure seamless onboarding and support delivery.
• Analyze request and incident trends to improve support efficiency and product knowledge.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or Computer Engineering.
• Minimum 3+ years of experience in technical, application, or product support in a customer-facing role.
• Strong understanding of Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC) concepts.
• Excellent verbal and written communication skills.
• Structured approach to problem-solving and ability to make sound decisions.

Nice to have

• Knowledge of licensing technologies and delivery models.
• Proven experience applying ITIL best practices in technical support.

Culture & Benefits

• Market competitive salary with success-oriented bonuses.
• Day 1 HMO coverage including 3 free dependents.
• Supportive and engaged leadership team.
• Opportunity to work with industry-leading model-based automation testing tools.
• Commitment to an equal opportunity workplace and professional growth.