1951 - Technical Support Specialist – SaaS Product Support

Softgic; Cebu City; In loco; PHP 420.000 - 540.000; Tempo pieno

Descrizione del lavoro

Softgic in Cebu City, Philippines is seeking a proactive Technical Support Specialist to assist customers using our SaaS platform. You will handle inquiries, troubleshoot complex software issues, and take ownership from first contact to resolution.

The role requires analytical thinking, clear communication, and collaboration with Engineering and Product teams. Experience with ticketing tools and English proficiency (B2+/C1) is essential; U.S.-based support is a plus.

Competenze

• 1+ year of customer-facing SaaS technical support experience (mandatory).
• Experience with ticketing tools such as Zendesk, Jira, Salesforce, or ServiceNow.
• Strong troubleshooting and analytical problem-solving skills.
• Ability to investigate complex software issues independently.
• Advanced English communication skills (B2+/C1).
• Experience supporting U.S.-based customers is a plus.

Mansioni

• Provide technical support to customers using SaaS applications.
• Troubleshoot software issues, configurations, and system errors.
• Investigate and reproduce bugs before escalating to Engineering.
• Take ownership of support tickets from initial contact to resolution.
• Identify root causes and resolve unfamiliar technical issues independently.
• Collaborate with Engineering, Product, and internal teams.
• Document technical issues and maintain knowledge base articles.
• Communicate effectively with customers through email, chat, and calls.
• Manage incidents and follow established escalation procedures.

Conoscenze

Troubleshooting

Analytical thinking

Customer focus

Communication skills

Teamwork

Empathy

Accountability

Adaptability

Ownership

Strumenti

SQL

HTML

REST APIs

JSON

Postman

Descrizione del lavoro

1951 - Technical Support Specialist – SaaS Product Support

Cebu City, Philippines | Posted on 11/05/2026

We are looking for a proactive, analytical, and customer-focused Technical Support Specialist to provide high-quality technical assistance to customers using a SaaS platform.

The ideal candidate has experience troubleshooting complex software issues, investigating unfamiliar problems, and taking full ownership of customer cases from initial contact through resolution.

This role requires more than following troubleshooting scripts or escalating tickets. We are looking for someone who can think critically, investigate independently, collaborate effectively with internal teams, and communicate technical solutions clearly to non-technical customers.

Requirements

1+ year of customer-facing SaaS technical support experience (mandatory).

Experience with ticketing tools such as Zendesk, Jira, Salesforce, or ServiceNow.

Strong troubleshooting and analytical problem-solving skills.

Ability to investigate complex software issues independently.

Advanced English communication skills (B2+/C1).

Experience supporting U.S.-based customers is a plus.

Nice to Have

SQL, HTML, REST APIs, JSON, or Postman.

Experience analyzing application logs and troubleshooting integrations.

Experience with software testing and bug reproduction.

Soft Skills

Excellent communication and customer service skills.

Strong teamwork, empathy, and accountability.

Ability to resolve workplace disagreements respectfully and constructively.

Adaptability, self-awareness, and willingness to receive feedback.

Positive attitude and strong sense of ownership.

Key Responsibilities

Provide technical support to customers using SaaS applications.

Troubleshoot software issues, configurations, and system errors.

Investigate and reproduce bugs before escalating to Engineering.

Take ownership of support tickets from initial contact to resolution.

Identify root causes and resolve unfamiliar technical issues independently.

Collaborate with Engineering, Product, and internal teams.

Document technical issues and maintain knowledge base articles.

Communicate effectively with customers through email, chat, and calls.

Manage incidents and follow established escalation procedures.