Level 2 (SaaS | API) Support Specialist | AU | Ortigas

TL;DR

Level 2 (SaaS | API) Support Specialist | AU | Ortigas (SaaS/API support): Handling customer inquiries, incidents, and service requests for SaaS and API-based environments with an accent on issue triage, ticket ownership, and clear customer communication. Focus on troubleshooting complex concerns, coordinating cross-functional escalations, and improving support workflows while meeting service-level expectations.

Location: Onsite in Ortigas, Pasig City, Philippines. Work schedule: 9:00 AM–6:00 PM AEDT / 7:00 AM–1:00 PM PHT.

Company

hirify.global provides staffing and client support services for technology-focused operations.

What you will do

• Act as the first point of contact for customer inquiries, incidents, and service requests.
• Triage issues across technology, business processes, compliance, and other support areas.
• Create, update, monitor, and manage tickets through resolution with accurate documentation.
• Escalate complex issues while maintaining ownership and visibility throughout the ticket lifecycle.
• Communicate resolutions, updates, and next steps clearly to customers.
• Monitor support queues, maintain service levels, identify recurring issues, and contribute to process improvements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.
• 3+ years of experience in customer support, technical support, service desk, help desk, or a similar client-facing role.
• Excellent verbal and written English communication skills.
• Experience managing support tickets and tracking issues through resolution.
• Strong administrative, organizational, documentation, troubleshooting, and problem-solving skills.
• Ability to work independently, take ownership, and collaborate with cross-functional teams.

Nice to have

• Exposure to API-based or API-first software environments.
• Familiarity with IT service management frameworks such as ITIL.
• Technical background or foundational information technology knowledge.
• Experience in payroll, HRIS, workforce management, compliance, fintech, or regtech.

Culture & Benefits

• HMO, dental, and life insurance from day one for the employee and one dependent.
• Birthday, vacation, medical, and maternity leave.
• Up to six vacation leaves may be converted to cash on the employment anniversary.
• Employee engagement activities include a year-end party, family day, and team building.