L2/L3 Technical Support Engineer

Compass Experience Labs LLC; Manila; On-site; PHP 500,000 - 900,000; Full time

Job summary

Compass Experience Labs LLC in Manila is seeking an L2/L3 Technical Support Engineer to own customer issues from first report through resolution. This role manages a caseload, investigates ambiguity, and coordinates with internal teams to resolve problems.

You’ll document solutions for reuse and contribute to knowledge resources to help others solve issues faster.

Qualifications

• 2+ years of experience in technical support, SaaS support, healthcare technology, or another customer-facing troubleshooting role.
• Experience owning a caseload of customer issues, not just handling one-off inbound tickets.
• Experience working through issues without a strict script or complete playbook.
• Strong written communication, including customer updates and internal documentation.
• Strong ownership and follow-through.
• Good judgment around urgency, customer impact, and when to elevate.
• Ability to investigate ambiguous issues, ask good questions, and keep work moving.
• Comfort using Intercom or similar support tools.
• A habit of documenting what you learn so others can use it later.

Responsibilities

• Own support tickets from intake through resolution or escalation.
• Manage a caseload of customer issues with clear prioritization and follow-through.
• Investigate product questions, configuration issues, workflow gaps, and customer-reported bugs.
• Use customer context, product behavior, system information, logs, and basic technical troubleshooting to understand what is happening.
• Turn vague customer reports into clear problem statements, next steps, and escalation notes.
• Communicate clearly with customers throughout the support process.
• Coordinate with Customer Success, Implementation, Product, and Engineering when needed.
• Document solved issues and recurring patterns.
• Create practical support resources for customers and internal teams.
• Help make support knowledge easier to find, follow, and reuse.

Skills

Technical support

SaaS support

Healthcare technology

Customer-facing troubleshooting

Written communication

Ownership & follow-through

Issue investigation

Escalation

Intercom

Documentation

Tools

Intercom

Job description

Career Opportunities with Compass Experience Labs

A great place to work.

Careers At Compass Experience Labs

Current job opportunities are posted here as they become available.

Health Note builds AI-powered tools that help healthcare organizations automate patient intake, scheduling, call routing, and clinical workflows.

Our customers operate in complex, high-volume environments. When something breaks, behaves unexpectedly, or creates workflow confusion, they need clear, timely, technically sound support.

About the Role

We’re hiring an L2/L3 Technical Support Engineer to own customer support issues from

first report through resolution.

This is not pass-through or macro-driven support. You’ll manage a caseload of customer issues, investigate what is happening, work through ambiguity, coordinate with internal teams when needed, and keep customers informed until the issue is resolved.

You’ll also document what you learn. Solved issues should become reusable support materials: troubleshooting notes, step-by-step instructions, templates, short videos, and other practical resources that help the next person solve the issue faster.

What You’ll Do

• Own support tickets from intake through resolution or escalation.
• Manage a caseload of customer issues with clear prioritization and follow-through.
• Investigate product questions, confi guration issues, workflow gaps, and customer-reported bugs.
• Use customer context, product behavior, system information, logs, and basic technical troubleshooting to understand what is happening.
• Turn vague customer reports into clear problem statements, next steps, and escalation notes.
• Communicate clearly with customers throughout the support process.
• Coordinate with Customer Success, Implementation, Product, and Engineering when needed.
• Document solved issues and recurring patterns.
• Create practical support resources for customers and internal teams.
• Help make support knowledge easier to find, follow, and reuse.

What You Bring

• 2+ years of experience in technical support, SaaS support, healthcare technology, or another customer-facing troubleshooting role.
• Experience owning a caseload of customer issues, not just handling one-off inbound tickets.
• Experience working through issues without a strict script or complete playbook.
• Strong written communication, including customer updates and internal documentation.
• Strong ownership and follow-through.
• Good judgment around urgency, customer impact, and when to elevate.
• Ability to investigate ambiguous issues, ask good questions, and keep work moving.
• Comfort using Intercom or similar support tools.
• A habit of documenting what you learn so others can use it later.

Nice to Have

• Experience with healthcare software, patient intake, scheduling, call center operations, EHR workflows, or clinical operations.
• Experience supporting confi gurable or workfl ow-heavy products.
• Experience creating customer-facing or internal training materials.