Remote SaaS Technical Support Advocate

PVH (Tommy Hilfiger/Calvin Klein); Philippines; On-site; PHP 446,400 - 669,600; Full time

Job summary

Boldr is seeking a Technical Support Advocate to handle high-volume written support for our SaaS platform. You’ll triage issues, clarify bugs for engineering, and maintain client satisfaction in a fast-paced environment.

This role is email-focused with no phone support, requiring strong written English, analytical thinking, and remote collaboration with global teams. You’ll use AI-assisted tools and join ongoing training to stay current.

Qualifications

• 3+ years of technical support experience in SaaS.
• Primarily supported via email and other written channels.
• Strong written communication and tone in writing.
• General knowledge of how web-based and mobile apps work.
• Experience using ticket-tracking tools such as Zendesk and Jira.
• Ability to triage issues and decide on escalation.
• Proven ability to ramp quickly into a new product.

Responsibilities

• Provide technical support to customers via email and other written channels (no phone support).
• Respond to customer inquiries and alerts in a timely and professional manner in accordance with agreed SLAs.
• Triage each ticket to determine whether it is a known, resolvable user issue or a genuine product bug.
• Escalate confirmed product bugs to the engineering team, with clear and complete documentation.
• Use AI-assisted support tools to help draft and speed up responses.
• Keep up to date with ever-changing technologies and process changes.
• Participate in training sessions to enhance technical skills and knowledge.
• Collaborate with cross-functional teams to clarify expected product behavior vs. bugs.

Skills

Technical support

Written communication

Empathy

Remote work

Tools

Zendesk

Jira

Job description

Boldr is seeking a Technical Support Advocate to handle high-volume written support for our SaaS platform. You’ll triage issues, clarify bugs for engineering, and maintain client satisfaction in a fast-paced environment.

This role is email-focused with no phone support, requiring strong written English, analytical thinking, and remote collaboration with global teams. You’ll use AI-assisted tools and join ongoing training to stay current.