Support Analyst III (SaaS)

Location: Manila, Philippines

Company

Develops connected real estate and property management SaaS platforms for clients and communities.

What you will do

• Provide application support through phone, portal, email, and chat in line with SLA targets.
• Troubleshoot core application workflows, configuration, data integrity, reporting, and system behavior.
• Investigate issues involving financial modules and integrated third-party systems.
• Manage and prioritize support tickets independently, owning cases through resolution.
• Communicate updates to technical and non-technical clients and collaborate with Product and Engineering teams.
• Contribute to knowledge base articles and continuous improvement initiatives.

Requirements

• Experience supporting B2B SaaS products through email, chat, or on-call channels.
• Client-facing experience with strong written and verbal communication skills.
• Demonstrated troubleshooting and problem-solving ability.
• SQL or data analysis experience for investigations.
• Experience with ticketing systems such as ServiceNow, Jira, or Zendesk.
• Exposure to system integrations, interfaces, or multi-system environments.

Nice to have

• Experience with property management or industry-specific software.
• Understanding of integrations, APIs, or middleware concepts.
• Experience in cloud or SaaS environments.
• Exposure to data analysis, reporting, or workflow troubleshooting.

Culture & Benefits

• Collaborative, fast-paced support environment with cross-functional interaction.
• Rostered hours may be required to support customers across different time zones.
• People-first workplace focused on inclusion, belonging, and employee development.