Onsite Technical Support Specialist II – Smart Locks & IoT

SupportNinja; Metro Manila; On-site; PHP 344,000 - 580,000; Full time

Benefits offered by this job

Full-time employees

Competitive compensation

Adherence to government-mandated and 1

Retirement Savings Program withCompany

Life Insurance

HMO coverage starting on Day 1

Paid time off, birthday leave

Bonus and incentive plans

Opportunities for skills training and

Beautiful office space with a freea0l

Employee Referral Program

Job summary

SupportNinja is seeking a Technical Support Representative II for an onsite role at The Sanctum, SM-North EDSA, QC, with start on September 21, 2026. You will diagnose and resolve advanced technical issues via WhatsApp, covering locks, IoT devices, and app connectivity.

You will escalate to engineers or product teams, document interactions in respond.io, and maintain a customer-first attitude while meeting performance targets.

Qualifications

• Minimum of 2 years of experience in technical support, preferably in a call center.
• Experience troubleshooting smart locks, IoT devices, or similar connected hardware.
• Strong verbal and written communication skills with professional tone.
• Advanced technical troubleshooting knowledge in hardware, software, or systems.
• Experience using a CRM is preferred.
• Respond.io or related customer conversation platforms preferred.

Responsibilities

• Diagnose and resolve customer technical issues submitted via WhatsApp, including lock mechanics, wiring, mobile app connectivity, and Wi‑Fi/Bluetooth pairing.
• Handle general product inquiries such as face recognition and fingerprint enrollment using guides, canned responses and documentation.
• Walk customers through step-by-step troubleshooting on non-urgent technical issues, including educating them when the fault relates to door alignment or installation rather than the lock.
• Escalate hardware and firmware faults to our internal engineers, who will follow up with client-designated manufacturer contacts through to resolution.
• Escalate cases requiring developer or product input to Kontrol's internal team, providing case history and handoff notes.
• Document all customer interactions and outcomes in respond.io
• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

Skills

Technical support

IoT devices

Communication

WhatsApp support

Hardware troubleshooting

Respond.io

Tools

Respond.io

CRM

Job description

SupportNinja is seeking a Technical Support Representative II for an onsite role at The Sanctum, SM-North EDSA, QC, with start on September 21, 2026. You will diagnose and resolve advanced technical issues via WhatsApp, covering locks, IoT devices, and app connectivity.

You will escalate to engineers or product teams, document interactions in respond.io, and maintain a customer-first attitude while meeting performance targets.