Technical Support Specialist

Technical Support Specialist (Remote - Cebu/MNL)

Role Summary

We are hiring Support Specialists to provide technical customer support for SaaS products. This role focuses on resolving customer issues through strong communication, structured troubleshooting, and critical thinking.

This role combines customer-facing support with light technical investigation. The focus is on diagnosing issues, interpreting system behavior, and guiding customers effectively, rather than performing deep engineering or coding work.

Key Responsibilities

• Provide technical support via chat and ticketing platforms
• Troubleshoot customer issues by gathering information, replicating problems, and identifying root causes
• Interpret API responses (e.g., status codes, errors) to assist in debugging issues
• Read and understand JSON structures to support issue analysis
• Clearly explain technical issues in a simple, customer-friendly manner
• Collaborate with internal teams (Product, Engineering) when escalation is required
• Contribute to knowledge base documentation and process improvements

Core Requirements (Must-Have)

• 2–4 years of experience in technical support (SaaS, eCommerce, or similar environments)
• Proven experience troubleshooting technical issues (e.g., platform errors, integrations, system behavior), not limited to scripted or transactional support
• Strong written and verbal English communication skills
• Strong critical thinking and problem-solving ability
• Experience using helpdesk/ticketing platforms (e.g., Zendesk, Freshdesk, ServiceNow)
• Candidates with primarily non-technical customer service backgrounds (e.g., billing, order status, basic inquiries) may not be suitable for this role.

Technical Expectations (Baseline)

• Basic understanding of APIs (e.g., status codes such as 200, 401, 404)
• Ability to read and interpret JSON structures (training can be provided)
• Comfortable working in a technical environment and learning new tools

Nice to Have (Not Required)

• Experience with API tools (Postman, Insomnia)
• Familiarity with webhooks or system integrations
• Experience supporting eCommerce platforms (e.g., Shopify)
• Ability to read basic code (e.g., Python, JavaScript)

Success Profile

• Strong communication skills and customer empathy
• Independent thinker with a problem-solving mindset
• Able to go beyond scripts and analyze issues logically
• Curious and comfortable working with technical concepts
• Able to balance customer experience with technical accuracy