Cloud SaaS Support Engineer

Quik Hire Staffing; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Quik Hire Staffing is seeking a Support Engineer to join a cloud-based platform team on a full-time basis in the Philippines. The role focuses on troubleshooting and resolving technical issues for users via chat and email, with a strong emphasis on customer satisfaction.

You will document solutions, collaborate with engineering to escalate complex issues, and guide users through platform features and best practices in a busy SaaS support environment.

Qualifications

• Experience providing technical support in a SaaS or cloud-based environment is required.
• Proficiency with ticketing systems and CRM tools for issue tracking and resolution is required.
• Strong written and verbal communication skills in English are required.
• Ability to troubleshoot technical issues across multiple operating systems and platforms is required.
• Experience with debugging tools and log analysis for issue resolution is preferred.

Responsibilities

• Diagnose and resolve technical issues reported by users via chat and email in a timely manner.
• Document solutions to common problems and update knowledge base articles for internal and external use.
• Collaborate with engineering teams to upscale and track complex technical issues to resolution.
• Provide clear, concise, and actionable guidance to users on platform features and best practices.
• Monitor and respond to platform-related inquiries in real time to minimize user downtime.

Skills

SaaS support experience

Ticketing systems

CRM tools

English communication

Troubleshooting across OS

Job description

Quik Hire Staffing is seeking a Support Engineer to join a cloud-based platform team on a full-time basis in the Philippines. The role focuses on troubleshooting and resolving technical issues for users via chat and email, with a strong emphasis on customer satisfaction.

You will document solutions, collaborate with engineering to escalate complex issues, and guide users through platform features and best practices in a busy SaaS support environment.