Technical Support Agent

Petsure Services Inc. (PSI) is a Philippine-based outsourcing solutions provider focused exclusively on the global pet insurance and pet care industry. PSI delivers dedicated customer care, claims administration, sales support, and retention services to world-leading pet insurance brands.

Job Summary

As a Technical Support Agent deployed to one of the fast-growing UK-based SaaS companies for veterinary clinics, you'll be the first human point of contact for clinic users needing support beyond what our AI assistant, Jerry, can handle. You’ll triage inbound messages about general use of the system via Intercom, deliver fast and friendly support, and escalate efficiently within the client's tiered SLA framework.

This is a dynamic role where speed, empathy, and process discipline are key. While formal response and resolution SLAs range from 3 hours to 3 days, the client currently achieves an average first response time under 3 minutes and an average resolution time of 6 hours-targets we want to uphold as we scale.

Where helpful or time-sensitive, you may also be required to call clinics directly to clarify issues, provide real-time support, or ensure smoother resolution-especially in high-impact or time-constrained cases.

In addition to technical support responsibilities, you will support the QA function by performing manual testing, validating product workflows, reproducing reported issues, and helping ensure product releases meet quality standards.

This is an ideal opportunity for a technical support professional with QA exposure or a Junior QA professional with strong communication skills who is interested in growing within a SaaS product environment.

Key Accountabilities:

• Monitor incoming Intercom chats and emails
• Triage and handle Level 1 support queries directly (e.g. general use of the system)
• Escalate Level 2 issues requiring subject matter expertise to CS team or Veterinary Advisors
• Identify and log confirmed Level 3 product bugs in Linear using standardized templates and tagging
• Remain ticket owner through resolution: follow up with stakeholders, update Intercom threads, and close the loop with the clinic
• Place outbound calls to clinics when appropriate to gather context or resolve technical issues more efficiently
• Respond empathetically and confidently, especially in moments of urgency or frustration
• Follow documented SOPs and data security policies with precision
• Contribute to ongoing refinement of macros, tags, and knowledge base content based on common queries
• Participate in weekly team syncs and contribute to support performance insights
• Assist manual quality assurance activities during periods of lower customer support volume.
• Assist in executing functional, regression, and exploratory testing across key product workflows to validate system quality and identify defects.
• Assist in developing and maintaining test cases based on real-world veterinary clinic workflows, ensuring adequate coverage across product modules.
• Assist in reproducing, documenting, and logging defects in Linear with clear reproduction steps, supporting evidence, and appropriate severity.

This position requires flexibility to work on different shifts. Please review the sample schedule below:

Coverage Summary

• Shift 1: Monday, Tuesday, Wednesday, Thursday, and Sunday (Friday and Sat Off)
• Shift 2: Monday, Tuesday, Friday, Saturday, and Sunday (Wed and Thurs Off)
• Shift 3: Wednesday, Thursday, Friday, Saturday, and Sunday (Monday and Tuesday off)

Shift Coverage:

• Shift 1: 12:00 AM to 9:00 AM (MNL time); 5:00 AM to 2:00 PM (MNL time)
• Shift 2: 8:00 AM to 5:00 PM (MNL time); 4:00 AM to 1:00 PM (MNL time)
• Shift 3: 8:00 AM to 5:00 PM (MNL time); 3:00 PM to 12:00 AM (MNL time)

Required Qualifications

Education

• Graduate of Bachelor’s degree in information technology, computer engineering  or any equivalent degree

Experience

• At least 3 years of experience in customer support, technical support, product support, SaaS support, or a similar customer-facing role.

• At least 1 year experience to software testing, manual QA, UAT, or bug reporting.

• Experience documenting and reporting software defects using bug tracking tools (e.g., Linear, Jira, Azure DevOps, or similar) is a plus

• Excellent English communication (written and spoken)

• A calm, composed, and confident customer tone

• Experience using Intercom and/or Linear (or similar systems)

• Detail orientation and willingness to follow structured escalation workflows

• Comfort working with targets, metrics, and structured handoffs

• Familiarity with SaaS support or clinic environments a plus

• Willingness to work rotating shifts within a 24/7 operation, including weekends, holidays and night shifts

• Comfortable speaking with customers over the phone when required

• Amenable to work in hybrid work arrangement

• Must be willing to start on November 9, 2026

Important: Shift assignments may change on a monthly basis depending on business and operational requirements. Candidates should be comfortable working the different shifts listed above, including early morning and midnight/overnight hours.

If you are comfortable with the working hours and the possibility of monthly shift changes, please proceed with your application.

Benefits:

• Day 1 HMO

• Annual Leave Credits

• Group life Insurance

• Accidental Death and Dismemberment

• 13th & 14th Month Bonus

• Transportation and Meal Allowance

• Medicine Allowance

• Optical Allowance

• Annual Leave Conversion

• Birthday Leave

• Free HMO for depedent

• and many more!!

*Job offer will commensurate based on the candidate's qualifications, work experience and result of the assessment

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