B2B SaaS Technical Support Engineer

Claravine; Philippines; Remote; PHP 400,000 - 700,000; Full time

Job summary

Claravine is seeking a Customer Support Specialist located in the Philippines to act as the frontline technical expert, solving customer issues, tracing root causes, and translating findings into plain language for clients.

You will collaborate with Engineering and Product, use SQL to pull data, and monitor Zendesk queues to maintain SLA while documenting recurring pain points for action.

Qualifications

• 3+ years in technical customer support or client-facing technical role in B2B SaaS for enterprise customers.
• Proficient in Zendesk and Jira; able to manage queues, write bug reports, and close issues.
• Intermediate SQL skills to validate behavior and pull data for bug reports.
• Experience reading and reporting HTML/JavaScript issues.
• Ability to build automations using scripts and AI agents.

Responsibilities

• Triage and investigate incoming tickets, reproduce issues, identify root causes, and document findings.
• Query internal systems and databases using SQL to validate reported behavior and substantiate bug reports.
• Monitor Zendesk queues to maintain SLA, prioritize critical issues, and flag patterns.
• Partner with Engineering and Product to trace bugs from report to resolution and verify fixes.
• Own client-facing communication through ticket lifecycle and provide clear updates.
• Document recurring client pain points and surface them to leadership and Product/Engineering.

Skills

Zendesk proficiency

Jira proficiency

SQL (Intermediate)

Automation scripting (bash)

AI agents (Claude/ChatGPT)

HTML/JS issue reading

English communication

Log analysis

Tools

Zendesk

Jira

Job description

Claravine is seeking a Customer Support Specialist located in the Philippines to act as the frontline technical expert, solving customer issues, tracing root causes, and translating findings into plain language for clients.

You will collaborate with Engineering and Product, use SQL to pull data, and monitor Zendesk queues to maintain SLA while documenting recurring pain points for action.