B2B Technical Support Engineer – API & SaaS

ETS Consulting, Inc.; Philippines; On-site; PHP 500,000 - 850,000; Full time

Job summary

ETS Consulting, Inc. is seeking experienced B2B Technical Support Specialists to join our client's global CSC in Manila, supporting enterprise, corporate and government customers with mission-critical tickets.

You will diagnose API integrations, troubleshoot back‑end issues, and collaborate with Engineering, Product and Customer Success to deliver timely outcomes. Strong communication and SaaS support experience are essential.

Qualifications

• 4+ years in software support or related experience.
• Experience with B2B customer support prioritized.
• Strong written and verbal communication skills.
• Technical acumen to learn new software quickly.
• Teamwork and credible communication across teams.
• Experience supporting enterprise, corporate, government customers.
• Ability to multitask and prioritize in a fast-paced setting.
• Familiarity with APIs and SMPP protocols (recommended).
• Knowledge of Zendesk or Salesforce ticketing tools.

Responsibilities

• Receive inbound support cases via email, phone and chat.
• Create, track, and update tickets using support tools.
• Resolve cases per established standards and timelines.
• Provide clear communication with customers across channels.
• Perform basic troubleshooting and route to appropriate teams.
• Maintain high-quality written/verbal communication at all times.
• Research product functionality relevant to support cases.
• Escalate cases needing admin or config tasks.
• Collaborate with internal teams on escalations with partners.
• Stay up-to-date with client product releases and know issues.

Skills

4+ years in software support / SaaS

B2B customer support

Strong written and verbal comms

Technical acumen

Interpersonal & teamwork

Customer service in SaaS (enterprise/c

Multitasking & prioritization

APIs & SMPP familiarity

Ticketing systems knowledge

Tools

Zendesk

Salesforce

Job description

ETS Consulting, Inc. is seeking experienced B2B Technical Support Specialists to join our client's global CSC in Manila, supporting enterprise, corporate and government customers with mission-critical tickets.

You will diagnose API integrations, troubleshoot back‑end issues, and collaborate with Engineering, Product and Customer Success to deliver timely outcomes. Strong communication and SaaS support experience are essential.