Application Support Specialist (Tier 2 Support)

KMC Solutions

Philippines

On-site

PHP 1,339,000 - 2,009,000

Full time

5 days ago

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Benefits offered by this job

Health Insurance/HMO

Unlimited coffee

Learning & growth opportunities

Cloud HR platform access (Sprout)

Above standard leaves

Job summary

KMC Solutions is hiring a Senior Product Support Specialist to act as a senior technical expert within the Customer Success team. You will isolate, troubleshoot, and resolve complex issues, including product bugs and multi-system integrations, while liaising between customer-facing teams and Engineering.

The role requires strong backend and API knowledge, including SQL, and cross-functional collaboration to influence product improvements.

Qualifications

5+ years of experience in product/technical support or related role.
Customer-facing support experience.
Strong technical troubleshooting and problem-solving capabilities.
Excellent communication and interpersonal skills for technical/non-technical audiences.

Responsibilities

Provide advanced product support to clients, troubleshooting complex issues related to the platform.
Serve as primary contact for escalated support cases with timely resolution.
Collaborate with Product Management and Engineering to diagnose issues and drive improvements.

Skills

Tier 2 Product Support

SaaS Support Analyst

Technical Support

Application Support

Education

Bachelor's degree in IT/CS/Business

Tools

Ticketing systems

CRM tools

Job description

Make your next big career move by applying as KMC Solutions' next Senior Product Support Specialist!

The Senior Product Support Engineer is a highly skilled, senior-level technical expert within the Customer Success team. This role is responsible for isolating, troubleshooting, and resolving complex and escalated customer issues—ranging from intricate product bugs to multi-system integration failures—while acting as a critical liaison between customer-facing teams and Engineering.

Operating in a fast-paced environment, the Senior Product Support Engineer dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long‑term solutions, and implement scalable solutions. This role works cross-functional with Product and Engineering teams to influence improvements in both the product and internal processes, while proactively identifying patterns that reduce future escalations.

Additionally, the Senior Product Support Engineer supports the broader Support team by sharing knowledge, providing mentoring and guidance, and raising the overall bar for technical excellence. Exceptional problem‑solving skills, strong communication, and the ability to manage high‑pressure customer interactions with professionalism are essential to success in this role.

Candidate Profile

Ideal candidates may come from the following backgrounds:

Tier 2 Product Support Specialist
SaaS Support Analyst
Technical Support Specialist serving enterprise clients
SaaS Technical/Product Support
Application Support
Experience handling high‑value Tier 1 and Tier 2 enterprise customers with dedicated portfolios

Why Join KMC Solutions?

On top of your salary, here are the exciting benefits you can look forward to:

Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves

Main Responsibilities

As a Senior Product Support Specialist, you will:

Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.
Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.
Collaborate with Product Management, Engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.
Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.
Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.
Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.
Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.
Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.
Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention.

To Apply, You Must Be an Expert in the Following Requirements

Non‑Negotiable

Bachelor's degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.
5+ years of experience in product support, technical support, or a related role.
Customer‑facing support experience.
Strong technical troubleshooting and problem‑solving capabilities.
Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.
Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non‑technical audiences.
Proven track record of delivering high‑quality customer support and achieving client satisfaction.
Experience using support ticketing systems and customer relationship management (CRM) tools.
Ability to multitask and thrive in a fast‑paced, dynamic environment while managing multiple priorities and deadlines.
Strong analytical and problem‑solving skills, with a proactive approach to issue resolution and identifying potential issues.
Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.
Must be willing to work full‑time onsite during the probationary period. Hybrid based on performance upon regularization.