Remote SaaS Support Engineer

iScale Solutions; Philippines; On-site; PHP 420,000 - 620,000; Full time

Job summary

iScale Solutions is seeking a remote Technical Support Delivery professional based in the Philippines. You will provide technical help for SaaS products, handle triage and troubleshooting, and resolve issues within SLAs.

You will also manage cases, document actions in CRM, and collaborate with engineering and product teams to drive solutions. The role emphasizes customer-focused communication, strong documentation practices, and proactive learning to support continuous product knowledge growth

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related discipline is required.
• Approximately 2–4 years’ experience in technical support or similar IT role.
• Experience troubleshooting application, system, or integration issues in a customer-facing environment.
• Demonstrated ability to manage support cases independently and meet SLAs.
• Experience working with CRM/ticketing systems and collaborating with cross-functional teams.

Responsibilities

• Provide technical support for SaaS and related products within SLAs.
• Triage, diagnosis, and troubleshooting of incidents; identify root causes when possible.
• Manage and resolve moderately complex technical issues independently; escalate advanced cases as needed.
• Communicate clearly with customers and partners via written, phone, and video channels.
• Own and manage support cases end-to-end with timely updates and documentation.
• Collaborate with engineering, product support, and other teams to resolve complex issues.
• Contribute to knowledge base and technical documentation; support continuous improvement.
• Maintain accurate case records in CRM systems (e.g. Salesforce).
• Support crisis management processes when required.

Skills

Analytical thinking

Problem-solving

Customer-focused communication

Multitasking

Documentation

Continuous learning

Adaptability

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Salesforce

Browser developer tools

REST/JSON/XML

SQL

Office 365 / Exchange

Job description

iScale Solutions is seeking a remote Technical Support Delivery professional based in the Philippines. You will provide technical help for SaaS products, handle triage and troubleshooting, and resolve issues within SLAs.

You will also manage cases, document actions in CRM, and collaborate with engineering and product teams to drive solutions. The role emphasizes customer-focused communication, strong documentation practices, and proactive learning to support continuous product knowledge growth