Remote Technical Support Engineer (SaaS)

Virtua Solutions Outsourcing

Pasig

Remote

PHP 300,000 - 420,000

Full time

8 days ago

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Job summary

Talon.One is hiring a Technical Support Agent / Customer Support Representative to help customers succeed on our SaaS platform. You’ll troubleshoot software issues and work closely with engineering and product teams in a remote, learning-focused environment.

Ideal candidates have SaaS support experience, strong problem-solving, and the ability to explain technical concepts to non-technical users. Familiarity with programming basics and Postman is a plus; you’ll rotate 24/7 EST shifts.

Qualifications

Experience in technical support for SaaS products.
Strong problem-solving and analytical skills.
Ability to explain technical concepts to non-technical users.
Experience or knowledge in programming, coding, or development.
Familiarity with web technologies, APIs, Postman, and software development concepts.
Able to work independently and as part of a team.
Good organizational and time management abilities.
Experience with customer support tools and ticketing systems is a plus.
Comfortable with rotating 24/7 EST shifts.

Responsibilities

Respond to customer inquiries and technical issues via email, chat, and phone.
Troubleshoot and diagnose software problems using product knowledge and internal tools.
Collaborate with engineering and product teams to resolve complex issues.
Document customer interactions and solutions clearly.
Identify trends and provide feedback to improve product performance.
Contribute to knowledge base, FAQs, and support docs.
Stay updated on new features to better assist customers.