Customer Support Specialist - APAC/ SEA

Speria; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Speria is seeking a Customer Support Specialist to join our Global Customer Support team supporting customers across the APAC/ SEA region.

You will blend ownership, technical troubleshooting, and product expertise to help customers operate critical business applications and ensure satisfaction throughout the support process.

Qualifications

• 3+ years in technical customer support or software support.
• Experience with B2B SaaS or enterprise software.
• Strong troubleshooting and analytical problem-solving skills.
• Working knowledge of SQL and ability to read queries.
• Excellent written and verbal English communication skills.
• Strong customer ownership mindset with ability to manage issues through resolution.
• Experience with ticketing systems and cross-team collaboration.

Responsibilities

• Provide Level 1 and Level 2 technical support for enterprise software customers.
• Investigate and troubleshoot application, configuration, and data-related issues.
• Read and interpret SQL queries as part of troubleshooting.
• Own customer issues through resolution with proactive communication.
• Collaborate with Development, Projects, and other internal teams to resolve defects.
• Support customers during post-Go-Live hypercare to ensure product adoption.
• Document troubleshooting steps and resolutions in the support platform.
• Create and maintain knowledge-base articles and guides.
• Identify recurring issues and root causes for continuous improvement.
• Develop deep product expertise and serve as subject matter expert for designated portfolios.

Skills

SQL knowledge

Troubleshooting

English fluency

Customer ownership

Ticketing systems

Cross-team collaboration

Independent work

Tools

Zendesk

Azure DevOps

Microsoft 365

Windows

Job description

About Speria

Speria is a global FarmTech SaaS leader helping food and protein producers make smarter, data-driven decisions through connected software, operational intelligence, and enterprise technology solutions. Our mission is to improve performance across the food production value chain by transforming complex operational data into actionable business insights.

About Speria

Speria is a global FarmTech SaaS leader helping food and protein producers make smarter, data-driven decisions through connected software, operational intelligence, and enterprise technology solutions. Our mission is to improve performance across the food production value chain by transforming complex operational data into actionable business insights.
With customers operating around the world, Speria delivers mission-critical software solutions that support planning, operations, financial performance, and production management across the agriculture industry.

About The Role

We are seeking a technically proficient and customer-focused Customer Support Specialist to join our Global Customer Support team supporting customers throughout the APAC/ SEA region.

This is not a traditional help desk role. You will combine customer ownership, technical troubleshooting, and product expertise to help customers successfully operate critical business applications.

You will serve as a trusted point of contact for customers, investigating complex issues, collaborating with internal teams, and ensuring a high level of customer satisfaction throughout the support process.

The ideal candidate enjoys solving problems, understanding how systems work, and taking ownership of customer issues from initial investigation through resolution.

What You’ll Do

• Provide Level 1 and Level 2 technical support for enterprise software customers
• Investigate and troubleshoot application, configuration, and data-related issues
• Read and interpret SQL queries as part of the troubleshooting process
• Own customer issues through resolution while providing proactive communication and status updates
• Collaborate with Development, Projects, and other internal teams to resolve software defects and technical problems
• Support customers during post-Go-Live hypercare periods to ensure successful product adoption
• Document troubleshooting steps, resolutions, and support activities within the support platform
• Create and maintain knowledge-base articles, troubleshooting guides, and support documentation
• Identify recurring issues, root causes, and opportunities for continuous improvement
• Develop deep expertise within assigned products and system modules
• Serve as a subject matter expert for designated applications and customer portfolios
• Assist with internal knowledge transfer, mentoring, and support process improvement initiatives

What We’re Looking For (Must-Haves)

• 3+ years of experience in technical customer support, application support, or software support
• Experience supporting customers in a B2B SaaS or enterprise software environment
• Strong technical troubleshooting and analytical problem-solving skills
• Working knowledge of SQL and the ability to read and understand queries
• Excellent written and verbal English communication skills
• Strong customer ownership mindset with the ability to manage issues through resolution
• Ability to work independently and prioritize competing customer needs
• Experience working within ticketing or case-management systems
• Strong collaboration skills with the ability to work across Support, Development, and Project teams
• Working knowledge of Microsoft 365 and Windows environments

Nice to Have

• Experience supporting enterprise SaaS platforms
• Zendesk or comparable ticketing platform experience
• Azure DevOps or defect-tracking platform experience
• Experience supporting software implementations and hypercare activities
• Experience developing knowledge-base articles or technical documentation
• Experience supporting international customers across multiple time zones
• Exposure to agriculture, food production, manufacturing, or industrial software environments

Why Join Us

• Join a growing global SaaS organization supporting customers across multiple international markets
• Become a trusted product expert supporting mission-critical customer operations
• Work directly with customers, Product, Development, and Project teams
• Gain exposure to complex enterprise software and global customer environments
• Participate in a culture focused on innovation, collaboration, and continuous learning
• Build long-term career opportunities within a rapidly evolving global technology business
• Help shape the future of food production through industry-leading software solutions

Speria is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, disability, sexual orientation, gender identity, veteran status, genetic information, or any other characteristic protected by applicable law. We believe diverse perspectives strengthen our business and help us better serve our customers around the world.