Remote SaaS Technical Support Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Technical Support Associate to provide expert technical support for software applications via Zendesk and other channels. The role involves investigating and resolving issues on the Checkbox no-code platform, building customer solutions, and guiding customers with best practices.

You will collaborate with Tier 3 Support, Product, Engineering, and Customer Success to resolve escalated cases and deliver timely updates, while maintaining comprehensive knowledge base

Qualifications

• 3–5+ years of experience providing technical support for software applications or SaaS products to English-speaking customers.
• Proven experience troubleshooting complex software issues and managing support cases involving multiple stakeholders.
• Strong technical aptitude with the ability to investigate, diagnose, and resolve application-related issues.
• Experience using support ticketing systems such as Zendesk or similar platforms.
• Excellent written and verbal communication skills, strong analytical thinking, and the ability to explain technical concepts to non-technical users.

Responsibilities

• Provide technical support to customers through Zendesk and other support channels.
• Investigate, troubleshoot, and resolve software application issues on the Checkbox no-code platform.
• Build, modify, and optimize customer solutions while recommending platform best practices.
• Collaborate with Tier 3 Support, Product, Engineering, and Customer Success teams to resolve escalated technical cases.
• Deliver exceptional white-glove customer service by providing timely updates and maintaining knowledge base documentation.

Skills

Technical support

SaaS experience

Zendesk

English communication

Education

Bachelor's degree in IT/CS or related field

Tools

Zendesk

APIs

Low-code/No-code platforms

Job description

MicroSourcing is seeking a Technical Support Associate to provide expert technical support for software applications via Zendesk and other channels. The role involves investigating and resolving issues on the Checkbox no-code platform, building customer solutions, and guiding customers with best practices.

You will collaborate with Tier 3 Support, Product, Engineering, and Customer Success to resolve escalated cases and deliver timely updates, while maintaining comprehensive knowledge base