Remote Tier 2 Tech Support Specialist (Bilingual)

Hireframe; Philippines; Remote; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Permanent remote work

Annual bonuses

Professional growth opportunities

Job summary

Hireframe is seeking a Technical Support Specialist to join our Tier 2 team. You will handle product issues that require deeper troubleshooting, guide customers by phone, email, and SMS, and coordinate with service partners for field visits.

You’ll escalate to Engineering when needed, maintain case records in Zendesk and Jira, and contribute to improving support procedures. Fluency in English and Spanish is strongly preferred.

Qualifications

• 1–2+ years of customer support experience.
• Comfort with phone-based interactions and procedures.
• Bilingual English/Spanish strongly preferred.
• Ability to document clearly and follow escalation protocols.

Responsibilities

• Troubleshoot known issues with customers using documented procedures.
• Ask diagnostic questions and document findings.
• Own cases through resolution with timely updates.
• Coordinate field visits with partners and internal teams.
• Escalate to Engineering with clear summaries of symptoms.
• Maintain accurate case records in Zendesk and Jira.
• Contribute to improving troubleshooting docs and tools.
• Collaborate with cross-functional teams as processes evolve.

Skills

Customer support

Phone support

Troubleshooting

Bilingual English/Spanish

Tools

Zendesk

Jira

Job description

Hireframe is seeking a Technical Support Specialist to join our Tier 2 team. You will handle product issues that require deeper troubleshooting, guide customers by phone, email, and SMS, and coordinate with service partners for field visits.

You’ll escalate to Engineering when needed, maintain case records in Zendesk and Jira, and contribute to improving support procedures. Fluency in English and Spanish is strongly preferred.