Remote Technical Support Engineer — AI-Powered, SLA-Driven

SupportNinja; Metro Manila; Remote; PHP 1,395,000 - 2,093,000; Part time

Job summary

SupportNinja is seeking a Technical Support Engineer for a remote seasonal contract (Oct 12 to Dec 31, 2026). The role focuses on ticket triage, integration handling, and break/fix across Salesforce, MuleSoft, and numerous SaaS platforms while maintaining knowledge bases and SOPs.

Strong written communication and problem-solving are essential. You will collaborate with engineers and analysts, leveraging SQL/Snowflake basics and AI tools to streamline triage and resolution.

Qualifications

• 1-2+ years experience in a technical support, service desk, operations, or coordination role.
• Familiarity with integration concepts (e.g., OAuth, connected apps, permissions) or willingness to learn them.
• Prior experience in a help desk, service desk, or ticket-triage function.
• Bachelor’s degree or equivalent experience.
• Proficiency in Jira and Confluence.
• Proficiency in Microsoft 365.
• Familiarity with Salesforce (end user experience acceptable).
• Foundational troubleshooting across integrations (Salesforce, MuleSoft, SaaS platforms).
• Foundational exposure to SQL and Snowflake databases.

Responsibilities

• Triage and intake for engineering and integration requests; review, categorize, and route tickets.
• Handle integration requests across new/integration access/change/break-fix; confirm scope with customers.
• Own break/fix tickets end-to-end; coordinate with engineers for deeper investigation.
• Document findings and resolutions as knowledge articles for faster future handling.
• Support AI-enabled workflows; review and refine AI outputs in triage and documentation.
• Communicate with customers through ticketing system; manage expectations and SLAs.

Skills

Ticket triage

Cross-team troubleshooting

Customer communication

Analytical mindset

Documentation

Education

Bachelor’s degree in Information Systems, Business, or related field

Tools

Jira

Confluence

Microsoft 365

Salesforce

Snowflake

SQL basics

Job description

SupportNinja is seeking a Technical Support Engineer for a remote seasonal contract (Oct 12 to Dec 31, 2026). The role focuses on ticket triage, integration handling, and break/fix across Salesforce, MuleSoft, and numerous SaaS platforms while maintaining knowledge bases and SOPs.

Strong written communication and problem-solving are essential. You will collaborate with engineers and analysts, leveraging SQL/Snowflake basics and AI tools to streamline triage and resolution.