Customer Technical Support Engineer (After-Hours)

Hello Clever; Metro Manila; Hybrid; PHP 670,000 - 1,004,000; Full time

Job summary

Hello Clever is seeking a Customer Technical Support Engineer to join our Philippines team in Metro Manila with hybrid work. You will resolve technical and operational issues, troubleshoot API integrations, plugins and payment flows, and support merchants across markets.

The role requires clear English communication, curiosity, and the ability to work on roster-based shifts, including evenings and weekends.

Qualifications

• Excellent communication skills (written and verbal) in English.
• 3–5 years of experience in technical or customer support roles; payments or fintech experience is a strong plus.
• Familiarity with REST APIs, JSON, webhooks, troubleshooting, and system behaviours.

Responsibilities

• Ensure merchants receive uninterrupted, high-quality operational and technical support.
• Support Merchant Operations: investigate failed payments and payout enquiries.
• Be the Technical Bridge: translate technical issues into actionable steps and escalate appropriately.
• Guide Integrations: assist merchants through integration setup; troubleshoot APIs, plugins, and SDKs; validate system behaviour.

Skills

Communication

Adaptability

Attention to detail

Multitasking

Tools

REST APIs

JSON

Webhooks

SDKs

Job description

About Us

Hello Clever is building the next generation of payments and loyalty infrastructure by turning every transaction into growth for merchants.

About Us

Hello Clever is building the next generation of payments and loyalty infrastructure by turning every transaction into growth for merchants. We’re an AI-powered fintech operating across 26+ markets, helping businesses move money in real time and convert payments into measurable outcomes like higher repeat rates, bigger baskets, and smarter customer engagement. Our platform combines local account-to-account rails, embedded cashback and loyalty products, and powerful data intelligence through Clever AI, so merchants can launch offers, optimise ROI, and scale faster, all through a single integration. We recently crossed $70M in live ARR and are on track to pass $100M by the end of 2026-just 2.3 years after reaching our first $1M. It’s an exciting milestone that reflects the scale of what we’re building and the opportunity ahead. We’re also proud to be recognised on the global stage, including being named Australia’s fastest-growing fintech, recognised in Forbes Asia’s Top 100, ranked among the AFR Fastest-Growing Companies, and selected for Inc. Magazine’s Best in Business.

About The Role

We're looking for a Customer Technical Support Engineer to join our growing team in the Philippines and play an important role in keeping our merchants' payment experiences running smoothly. In this role, you'll be the go-to person for resolving technical and operational issues, from investigating failed transactions and payout enquiries to troubleshooting API integrations, plugins and payment flows. You'll work closely with our Account Management, Product and Engineering teams to identify problems, coordinate solutions and ensure our merchants receive timely, reliable support. This is a hands-on role that combines technical troubleshooting with customer communication. We're looking for someone who's naturally curious, enjoys solving problems and can confidently navigate technical challenges while making complex information easy for customers to understand. As we operate across multiple markets, this position follows a roster-based schedule, including evening and weekend shifts, to ensure our merchants receive consistent support outside standard business hours. It's a great opportunity for someone with a technical support background who wants to deepen their experience in payments and fintech, take ownership of meaningful challenges and grow their career within a fast-moving, global business.

• Location: Hybrid (Metro Manila, Philippines)
• Working Hours: Roster-based, approx. 160 hours per month across 6-8 hour shifts, including after-hours and weekend coverage based on business needs.

What You’ll Do

• As a Customer Technical Support Engineer, you’ll ensure our merchants receive uninterrupted, high-quality operational and technical support.
• Support Merchant Operations: Provide transactional and after-go-live support, including investigating failed payments and payout enquiries.
• Be the Technical Bridge: Communicate clearly with both customers and internal teams to translate technical issues into actionable steps and escalating appropriately.
• Guide Integrations: Assist merchants through integration setup; troubleshoot APIs, plugins, and SDKs; validate correct system behaviour; liaise with internal stakeholders and third-party vendors to ensure integrations follow guidelines and best practices.
• Maintain Internal Visibility: Update internal tracking systems and provide clear handovers between shifts.
• Collaborate Cross-Functionally: Work closely with Account Managers, Product, and Engineering to resolve issues quickly and effectively.
• Deliver Consistent Excellence: Handle every interaction with clarity, speed, accuracy and accountability.

What We’re Looking For

• Excellent communication skills (written and verbal) in English.
• A team member who can blend in well in a fast-paced, hyper-growth environment, adapting quickly to evolving workflow processes and new product rollouts.
• (Nice to have) Familiarity in Payment Flows (Web, Mobile, Checkout) - end-to-end payment flows across web and mobile checkout environments to effectively trace and resolve transaction anomalies.
• Quick thinker - switched on, resourceful, and calm under pressure.
• 3-5 years of experience in technical or customer support roles; payments or fintech experience is a strong plus.
• Familiarity with REST APIs, JSON, webhooks, troubleshooting, and system behaviours.
• Highly reliable when working independently during non-standard hours.
• Organised, detail-oriented, and able to manage multiple queries at once.

What You’ll Get

• A people-first work culture: supportive, collaborative, and built on transparency, trust, and ownership.
• Frequent trainings & up-skilling: weekly technical workshops, product deep-dives, and continuous learning programs.
• Clear career growth pathways: opportunities to grow into team supervisor/leader roles or specialise in integrations, product support, and other technical domains.
• Annual company offsite & team-building activities: join the global Hello Clever team for our annual international offsite, plus regular virtual and in-person team bonding throughout the year.
• Competitive compensation with long-term growth potential.

Hiring Process

• Assessment - A short online test to evaluate technical understanding, payment troubleshooting, and problem-solving approach.
• Phone Screen - A brief conversation with our People and Culture team to learn more about your background and communication style.
• Video Interview - A final interview with Hiring manager to assess technical skills, alignment, and culture fit.