Foundational Tech Support Engineer

Hireframe; Philippines; Remote; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Permanent remote work flexibility

Paid Time Off

Health Maintenance Organization (HMO)

Job summary

Hireframe is hiring a Technical Support Specialist to join our Customer Experience team. You will own the support queue, triage customer concerns, and serve as the operational backbone of CX.

This hands-on role focuses on troubleshooting workflow and documenting findings before escalation to Product or Engineering. The position requires 1–2 years in customer support, strong written communication, and a process-driven mindset.

Qualifications

• BA/BS degree or equivalent practical experience.
• 1–2 years in customer support or a customer-facing role.
• Strong written communication and detail-oriented approach.
• Process-minded with ability to follow and improve workflows.
• Technical curiosity and comfort with software platforms.
• Ability to troubleshoot independently before escalation.
• Comfort in a remote, collaborative environment with HubSpot/Slack/Zoom.

Responsibilities

• Own the support queue and respond to inbound tickets via email and in-app chat.
• Diagnose and resolve configuration and workflow issues in the Galley platform.
• Reproduce bugs, document steps, and escalate with clear context to Product/Engineering.
• Communicate system behavior in actionable guidance for users.
• Identify gaps in documentation and improve knowledge base articles.
• Collaborate with Customer Success, Product, and Engineering to resolve issues efficiently.

Skills

Customer support

Troubleshooting

Communication

Documentation

Problem solving

Ownership

Cross-functional collaboration

Education

BA or BS degree or equivalent practical experience

Tools

HubSpot

Slack

Zoom

Job description

Hireframe is hiring a Technical Support Specialist to join our Customer Experience team. You will own the support queue, triage customer concerns, and serve as the operational backbone of CX.

This hands-on role focuses on troubleshooting workflow and documenting findings before escalation to Product or Engineering. The position requires 1–2 years in customer support, strong written communication, and a process-driven mindset.