Global SaaS Support Specialist (UK Hours)

Arez; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Arez is seeking a technical support specialist for its Manila team, joining a global customer base. You will resolve day-to-day technical queries, investigate issues, and own problems through resolution in a non-development role.

The role emphasizes product understanding, data/log review, and collaboration with UK customers, with shift work from Makati office. Training and onboarding are provided to grow expertise.

Qualifications

• A bachelor’s degree in IT, computer science or a related field or equivalent experience.
• 0–2 years in technical support, service desk, QA or SaaS. Strong graduates are welcome.
• Excellent written and spoken English, as you will work with UK and international customers daily.
• Logical thinking and curiosity. You want to know why something happened.
• A good understanding of how web applications work: roles, permissions, workflows, and data exports.
• Willingness to work shift from our Makati office.

Responsibilities

• Be the first technical point of contact for customer product queries.
• Investigate and reproduce reported issues before escalating.
• Identify likely root causes and offer practical workarounds.
• Review data, exports, permissions and integration behaviour to isolate faults.
• Raise clear issue reports for Engineering, with steps to reproduce, evidence, and expected versus actual results.
• Help customers with onboarding, configuration and training.
• Write and maintain help articles using the product's exact terminology.
• Turn recurring questions into documentation and product improvements.

Skills

English proficiency

Analytical thinking

Web apps knowledge

Education

Bachelor's degree in IT/CS or related

Tools

Browser developer tools

APIs & integrations

Job description

Arez is seeking a technical support specialist for its Manila team, joining a global customer base. You will resolve day-to-day technical queries, investigate issues, and own problems through resolution in a non-development role.

The role emphasizes product understanding, data/log review, and collaboration with UK customers, with shift work from Makati office. Training and onboarding are provided to grow expertise.