Associate Technical Support Engineer (SaaS)

TL;DR

Associate Technical Support Engineer (SaaS): Providing product support and resolving basic technical inquiries for a global supply chain management platform with an accent on system automation and customer advocacy. Focus on diagnosing technical issues, utilizing proprietary troubleshooting tools, and coordinating cross-functional resolutions.

Location: Remote (Philippines). Note: Requires working Saturdays and Sundays with shifts following US hours.

Salary: PHP 693,900 - 1,040,900 per year

Company

hirify.global is a leading provider of cloud-based supply chain management solutions serving a global network of retail trading partners.

What you will do

• Provide product support via various communication channels, including training on applications and tools.
• Resolve basic support inquiries related to system automation and legacy products.
• Utilize proprietary data center troubleshooting tools to update statuses and provide customer insights.
• Collaborate with internal teams and act as a customer advocate to share insights with product and technology teams.
• Maintain detailed logs of customer interactions and support activities.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience.
• Must be based in the Philippines.
• Ability to work shifting US hours, including weekends (Saturdays and Sundays).
• Effective problem-solving skills and critical thinking abilities.
• Excellent written and verbal communication skills.

Nice to have

• Prior experience providing SaaS customer support.
• Knowledge of XML, EDI schemas (X12, EDIFACT), and data transmission methods (FTP, AS2, VAN).
• Experience with ERP systems such as NetSuite, QuickBooks, or Acumatica.
• Familiarity with Salesforce, Atlassian, and Microsoft Office applications.

Culture & Benefits

• Collaborative and inclusive work environment that values innovation and continuous improvement.
• Comprehensive benefits package aligned with local laws and market practices.
• Strong commitment to diversity, equity, and inclusion.
• Opportunities for growth through mentoring from experienced colleagues.