Technical Support Specialist (SQL & API)

Investigate and resolve technical tickets on an enterprise workforce management platform used by large organisations, working with SQL, logs and APIs every day, with structured training from the client's specialists and a senior colleague alongside you.

About WOW24-7

WOW24-7® is a global customer and technical support company serving SaaS, hardware and technology clients across four continents, with agents in the Philippines, Colombia, Ukraine, Bulgaria, Portugal, Poland and the US. We are ranked among the top contact-centre outsourcing providers on G2 and certified to ISO 27001, ISO 27701 and ISO 9001. Our tagline is our standard: Predict. Prevent. Delight. CX, Done Right.

The role

You join a WOW24-7 team dedicated to one client, a Singapore-based enterprise SaaS company whose workforce management platform is used by large organisations to plan, schedule and manage their people. The platform is highly configurable, integrates with customers' HR and payroll systems, includes an optimisation engine, and has web and mobile applications. Customers have their own IT help desks, so tickets arrive already filtered: your job starts where first-line support ends.

You will log and acknowledge tickets in Jira Service Management, classify them as usage, configuration, integration or product-defect issues, investigate with SQL queries, logs and API calls, reproduce the problem, provide or coordinate a workaround within agreed severity targets, and hand confirmed defects to engineering with clean evidence. A typical investigation takes two to four hours of focused work. You report to a WOW24-7 Team Lead and work alongside the client's own support engineers.

What you will do

• Manage incidents and tickets in Jira Service Management with accurate documentation, categorisation, prioritisation and follow-up to closure
• Troubleshoot web and mobile applications across computers, iOS and Android, including browser, network, connectivity and log issues
• Perform initial investigation from application and system logs, and run SQL queries to check and extract data
• Use REST APIs in Postman to inspect and reproduce behaviour where there is no UI
• Reproduce reported issues and gather the evidence engineering needs: screenshots, logs, timestamps, user and device details, steps to reproduce
• Classify each ticket as a usage question, configuration gap, integration fault or product defect, and resolve it or provide a workaround within the agreed scope
• Coordinate with and escalate to the client's L2/L3 teams when required, and keep customers informed
• Maintain knowledge articles and runbooks for recurring issues in Confluence

What you bring

• Working SQL: SELECT statements with joins, filters and aggregates to investigate data in a relational database
• REST API literacy: reading JSON, building and sending requests in Postman, and interpreting responses and status codes
• Basic scripting exposure, preferably Python or Lua. Reading and adapting small scripts is enough
• Hands-on troubleshooting of web and mobile applications across computers, iOS and Android, including browser, network, connectivity and log analysis
• Experience with a ticketing or ITSM tool and working to severity-based response targets (Jira Service Management and Confluence are a plus)
• Clear written and spoken English (B2 minimum, C1 preferred). You will write to and call enterprise customers directly
• Diploma or bachelor's degree in any field; a technical degree is not required
• Typically 2 to 4 years in technical or application support for business software. We assess capability, not tenure

Who you are

A problem solver who knows what questions to ask even without the answer. A quick learner who wants to understand a complex product in depth. Determined: no detective leaves a case unsolved. Able to work independently and with a team, handle several open requests at once, and stay organised when things move fast. Genuinely interested in building a career in technology.

What we offer

• Full-time, remote, based anywhere in the Philippines with reliable connectivity
• Day shift only: Monday to Friday, 9:00 to 18:00 Singapore time (same as Philippine time), 40 hours a week with a one-hour break. No nights, no weekends
• PHP 55,000 to 70,000 per month, depending on experience
• Paid time off: Singapore public-holiday calendar (11 days), 18 vacation days and 5 sick days
• One week of guided product induction from the client's specialists, then two to three weeks on live tickets with a senior reviewing your responses. Daily coaching from your Team Lead and regular quality feedback
• Exposure to an enterprise SaaS platform used by large organisations, with SQL, API and integration work from day one
• A path to grow: the engagement is expected to expand, and WOW24-7 runs technical support programmes for SaaS clients worldwide

Pay: Php55,000.00 - Php70,000.00 per month

Work Location: Remote