Remote Technical Support Specialist – AI-Driven B2B SaaS

Firmable; Philippines; On-site; PHP 558,000 - 1,004,400; Full time

Job summary

Firmable is building the first dedicated technical support function in Southeast Asia, working remotely with the SEA team and HQ in Australia. You’ll shape tooling, standards, documentation, and a feedback loop to product and CS.

The role blends hands-on support (roughly 75%) with process, documentation, and commercial input (about 25%). You’ll triage, resolve inquiries, help with integrations, billing, and knowledge base improvements while living AI-assisted workflows as a default approach for

Qualifications

• 3–4+ years in customer support, technical support, or a solutions-adjacent role, ideally B2B SaaS.
• Clear communicator who can explain technical concepts to non-technical users.
• Technically curious and hands-on, not just escalation.
• Comfortable with async communication across APAC time zones.
• Sharp commercial instincts: support enables revenue.
• You live and breathe AI tools and use AI for triage and documentation.

Responsibilities

• Customer issue resolution: triaging and resolving inbound queries via email, chat, and occasional calls across APAC/SEA time zones (8:30am-3:30pm MYT).
• Technical troubleshooting: product, integration, and data issues, escalating complex problems with clear documentation that engineering can action.
• Pre-sales integration support: working alongside the SEA sales team on customer integrations and product capability questions.
• Billing & subscription administration: handling plan changes and billing queries through Stripe.
• Knowledge base & documentation: maintaining help centre articles, FAQs, and internal docs for self-service.
• Onboarding & adoption support: contributing to activities that accelerate time to value for new customers.
• Commercial feedback loop: surfacing friction points and product feedback to teams.

Skills

Customer support

Technical troubleshooting

Communication

AI tools usage

Tools

HubSpot

Intercom

Zendesk

Stripe

Job description

Firmable is building the first dedicated technical support function in Southeast Asia, working remotely with the SEA team and HQ in Australia. You’ll shape tooling, standards, documentation, and a feedback loop to product and CS.

The role blends hands-on support (roughly 75%) with process, documentation, and commercial input (about 25%). You’ll triage, resolve inquiries, help with integrations, billing, and knowledge base improvements while living AI-assisted workflows as a default approach for