Lead Support Engineer

Network Economic Service Ventures Philippines Inc.; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Network Economic Service Ventures Philippines Inc. is looking for a Support Lead to oversee the daily operations of the Customer Support team. The role entails leading support process improvements, defining key metrics, and driving initiatives that enhance customer satisfaction as our SaaS products grow.

The ideal candidate will have at least 3 years of experience in a software support role and strong leadership skills to manage a team of Support Specialists effectively.

Qualifications

• At least 3 years of experience in Software Support or a related role.
• At least 1 year of leadership or supervisory experience.
• Experience supporting SaaS applications is preferred.

Responsibilities

• Oversee day-to-day operations of the Customer Support team.
• Lead, mentor, and develop a team of Support Specialists.
• Establish and document support processes and workflows.

Skills

Leadership

Problem-solving

Communication

Customer service

Operational management

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Tools

Ticketing systems

Helpdesk platforms

Knowledge base management

Job description

Network Economic Service Ventures Philippines, Inc.

Posted on 06/22/2026

Responsibilities

Job Summary

The Support Lead isresponsible for overseeing the day-to-day operations of the Customer Supportteam, ensuring high-quality support delivery across multiple software products.This role will lead support process improvements, establish scalable support practices,monitor team performance, and drive initiatives that enhance customersatisfaction as the company and its SaaS products continue to grow.

KeyResponsibilities

• Lead, mentor, and develop a team ofSupport Specialists to ensure excellent customer service delivery.
• Provide coaching, guidance, andperformance feedback to team members.
• Manage workload distribution and ensuretimely resolution of support requests.
• Foster a customer-focused and continuousimprovement culture within the team.

Support Operations& Process Improvement

• Establish, document, and standardizesupport processes, procedures, and workflows.
• Continuously evaluate and improve supportoperations to ensure scalability as the SaaS platform grows.
• Identify bottlenecks and implementsolutions to improve efficiency and service quality.
• Develop and maintain supportdocumentation, knowledge bases, and troubleshooting guides.
• Oversee the handling of customer-reportedissues, incidents, and service requests.
• Manage escalations and ensure criticalissues are addressed promptly and effectively.
• Coordinate with Product, Development, andTechnical Operations teams to facilitate issue resolution.
• Ensure proper communication and updatesare provided to customers during incident resolution.

KPI Management& Reporting

• Define, monitor, and improve key supportmetrics such as:
• First Response Time (FRT)
• Ticket Backlog
• SLA Compliance
• Customer Satisfaction (CSAT)
• Analyze support trends and identifyrecurring issues affecting customers.
• Prepare regular reports andrecommendations for management.
• Implement support strategies and processesthat support the company’s growth objectives.
• Recommend tools, automation, and systemimprovements to enhance support operations.
• Collaborate with Product and Engineeringteams to identify opportunities to reduce support volume through productimprovements.
• Drive initiatives that improve customerexperience and operational efficiency.

Qualifications

Education

• Bachelor’s degree in InformationTechnology, Computer Science, Business Administration, or a related field.

Experience

• At least 3 years of experience in SoftwareSupport, Technical Support, Customer Support, or a related role.
• At least 1 year of leadership orsupervisory experience managing support teams.
• Experience supporting SaaS applications orbusiness software solutions is highly preferred.
• Strong leadership and people managementskills.
• Excellent problem-solving anddecision-making abilities.
• Strong process improvement and operationalmanagement mindset.
• Experience with ticketing systems, helpdesk platforms, and knowledge base management.
• Ability to manage multiple priorities in afast-paced environment.
• Strong communication and stakeholdermanagement skills.
• Data-driven approach to measuring andimproving team performance.

PreferredQualifications

• Experience building or scaling supportoperations in a growing SaaS environment.
• Familiarity with ITIL principles, servicemanagement practices, or customer success frameworks.
• Experience working closely with Product,Development, and QA teams.
• Knowledge of support analytics, reportingtools, and SLA management.