Remote Technical Support Engineer - B2B SaaS (US Hours)

SupportNinja; Central Luzon; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Day 1 Health Coverage (HMO)

Free Dependent Coverage

Life Insurance & Retirement Savings

Paid Time Off + Birthday Leave

Work-From-Home Flexibility

Stable US EST-aligned schedule

Job summary

SupportNinja is seeking a Technical Support Representative to join our 100% remote team serving a US-based B2B SaaS platform. You will provide Tier 1 assistance, guide clients through feature configurations, and resolve basic issues while ensuring high customer satisfaction.

This role uses Zendesk and Slack for ticketing and collaboration, follows US EST business hours, and offers BYOD, PH remote setup, and a September 28, 2026 start date.

Qualifications

• At least 6 months of experience in a dedicated technical support role.
• Hands-on experience supporting B2B SaaS platforms.
• Excellent verbal and written communication, able to explain technical solutions to a non-technical audience clearly.
• Foundational to proficient understanding of SaaS platforms and basic troubleshooting.
• Ability to manage multiple support tickets simultaneously in a fast-paced environment.

Responsibilities

• Deliver Tier 1 omnichannel technical support via live chat and email.
• Guide clients on platform functionality and content configuration.
• Troubleshoot using knowledge bases and client documentation.
• Triage tickets and escalate complex issues to Tier 2 teams.
• Document interactions in a CRM and follow up to ensure satisfaction.
• Collaborate with Slack colleagues and share customer feedback with product/engineering.
• Aim to meet or exceed KPIs and SLAs.

Skills

Excellent communication

Technical troubleshooting

Multitasking

B2B SaaS knowledge

English proficiency

Tools

Zendesk

Slack

CRM systems

Job description

SupportNinja is seeking a Technical Support Representative to join our 100% remote team serving a US-based B2B SaaS platform. You will provide Tier 1 assistance, guide clients through feature configurations, and resolve basic issues while ensuring high customer satisfaction.

This role uses Zendesk and Slack for ticketing and collaboration, follows US EST business hours, and offers BYOD, PH remote setup, and a September 28, 2026 start date.