Remote Tier 2 Tech Support & Field Coordination

Hireframe; Philippines; Remote; PHP 600,000 - 900,000; Full time

Job summary

Hireframe is seeking a Technical Support Specialist to join our Tier 2 support team, handling deeper product issues and coordinating with field partners when needed. You will guide customers by phone, email, and SMS, ensuring clear communication throughout the resolution process.

You’ll own cases from start to finish, escalate to Engineering as required, and help improve support documentation and tools. This role favors candidates with strong diagnostic skills and cross-team collaboration,

Qualifications

• 3+ years in customer-facing technical support or remote troubleshooting.
• Must have prior US-hours experience.
• Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths).
• Spanish/English bilingual is strongly preferred.

Responsibilities

• Troubleshoot known product issues using company procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine next steps.
• Own assigned cases through resolution, with timely updates and follow-up.
• Coordinate customers, service partners, and internal teams for field visits and outcomes.
• Escalate complex issues to Engineering with a clear summary and supporting information.
• Maintain case records in Zendesk, Jira, and other support systems.
• Identify gaps or recurring issues and help improve troubleshooting procedures and tools.
• Work with Customer Experience, Field, and Engineering as processes evolve.

Skills

Customer-facing support

US-hours support

Problem diagnosis

Cross-functional collaboration

Communication with engineers

Tools

Zendesk

Jira

Job description

Hireframe is seeking a Technical Support Specialist to join our Tier 2 support team, handling deeper product issues and coordinating with field partners when needed. You will guide customers by phone, email, and SMS, ensuring clear communication throughout the resolution process.

You’ll own cases from start to finish, escalate to Engineering as required, and help improve support documentation and tools. This role favors candidates with strong diagnostic skills and cross-team collaboration,