L3 Support Escalation Specialist

ScalableOS; Philippines; Remote; PHP 900,000 - 1,200,000; Full time

Job summary

ScalableOS in the Philippines is seeking a Senior Support Specialist to be the technical anchor of the support pod, resolving the toughest tickets across endpoints, identity, networking and cloud, while mentoring teammates and handling your own queue.

You’ll convert recurring fixes into knowledge articles in IT Glue, escalate when needed, and strive for high CSAT and first-contact resolution. This remote role has a long-term night shift and cross-functional collaboration.

Qualifications

• 5+ years in IT support with demonstrated depth across MSP technologies.
• Strong, independent troubleshooting and a bias toward proper, documented fixes.
• A helpful, patient style with teammates and members.
• Clear technical writing for knowledge articles.
• Reliability under a busy queue.
• A natural fit with our Core Values: balanced passion for our Company, Colleagues, and Clients; empathy; accountability; consistent, friendly communication; and a learning mindset.

Responsibilities

• Resolve the pod’s most complex tickets across endpoints, identity, networking, and cloud.
• Take escalations from Support and Phone Specialists and see them through.
• Mentor and coach less-experienced specialists on troubleshooting and quality.
• Author and maintain knowledge-based articles in IT Glue from recurring fixes.
• Escalate cleanly to Systems Administrators and the Chief Technology Advisor when needed, with full context.
• Maintain high CSAT and first-contact resolution on advanced issues.
• Partner with TAMs on member-specific context and recurring problems.

Skills

IT support

Troubleshooting

Technical writing

Communication

Reliability

Tools

Halo PSA

NinjaOne

IT Glue

Google Workspace

Dialpad

Datto

Slide BCDR

Password managers

Strety

Job description

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS,we're redefining offshoring by connecting growth-focused businesses with toptalents across the Philippines. Our expertise is in providing top-tier talentfor IT companies, with a strong focus on Managed Service Providers (MSPs), Tax& Accounting, and other industries. To continue delivering exceptionalresults, we’re looking for passionate individuals ready to make an impact andthrive in a team built on trust, integrity, and excellence. Join us as we drivecontinuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

As a Senior Support Specialist, youare the technical anchor of your support pod. You resolve the toughest tickets,take escalations from Support and Phone Specialists, and mentor the team, allwhile carrying your own queue and keeping members happy.

You are the person teammates turn to whenthey are stuck, and the one who turns a hard fix into a knowledge-based article,so nobody has to solve it from scratch again.

JOB RESPONSIBILITIES

• Resolve the pod’s mostcomplex tickets across endpoints, identity, networking, and cloud.
  
• Take escalations fromSupport and Phone Specialists and see them through.
  
• Mentor and coachless-experienced specialists on troubleshooting and quality.
  
• Author and maintainknowledge-based articles in IT Glue from recurring fixes.
  
• Escalate cleanly toSystems Administrators and the Chief Technology Advisor when needed, with full
  
• context.
  
• Maintain high CSAT andfirst-contact resolution on advanced issues.
  
• Partner with TAMs onmember-specific context and recurring problems.
  

QUALIFICATIONS

• 5+ years in IT supportwith demonstrated depth across common MSP technologies.
  
• Strong, independenttroubleshooting and a bias toward proper, documented fixes.
  
• A helpful, patientstyle with teammates and members.
  
• Clear technicalwriting for knowledge articles.
  
• Reliability under abusy queue.
  
• A natural fit with ourCore Values: balanced passion for our Company, Colleagues, and Clients;empathy; accountability; consistent, friendly communication; and a learningmindset.
  

Nice to have:

• Certifications(CompTIA, Microsoft, networking) and MSP experience.
  
• Familiarity with HaloPSA, NinjaOne, and IT Glue.
  
• Experience servingnonprofits.
  

Tools you’ll use:

• Halo PSA, NinjaOne RMMand backups, Google Workspace admin, IT Glue, Dialpad, Datto and Slide BCDR,
  
• password managers, andStrety, with AI assistants (Gemini and Claude) part of how we work.
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toa permanent night shift schedule.