Remote Tier 3 Technical Support Specialist

Methodical Group; Cebu City; Remote; PHP 3,783,000 - 5,675,000; Full time

Job summary

Methodical Group is seeking a Technical Support Specialist for customer-facing application support at Tier 3 level. The role emphasizes ownership of complex software issues, strong technical depth, and a customer-first mindset.

Remote setup with EST working hours, and collaboration with development and internal teams. Ideal candidates will have 3+ years in Tier 3 support, proven problem-solving, and experience with SQL and SaaS environments.

Qualifications

• 3+ years in Tier 3 technical support or equivalent customer-facing role.
• Proven ability to own cases from intake to resolution.
• Strong troubleshooting with structured testing and research.
• Experience with SQL databases for troubleshooting and validation.
• Experience supporting SaaS or business-critical software.

Responsibilities

• Provide Tier 3 technical and application support via phone, chat, web, and email.
• Own issues from intake through investigation, resolution and customer confirmation.
• Handle frustrated customers with empathy and clear communication.
• Troubleshoot software functionality, config concerns, and system upgrades.
• Investigate issues by gathering data, reproducing problems, and identifying root causes.
• Review logs, research known issues, and document findings before escalation.
• Use SQL to review data and support customer requests.
• Support backend processes affecting frontend user experience.
• Assist with customer-specific updates, configurations, and reports.

Skills

Tier 3 support

Customer-facing comms

SQL troubleshooting

SaaS support

End-to-end ownership

English proficiency

Job description

Methodical Group is seeking a Technical Support Specialist for customer-facing application support at Tier 3 level. The role emphasizes ownership of complex software issues, strong technical depth, and a customer-first mindset.

Remote setup with EST working hours, and collaboration with development and internal teams. Ideal candidates will have 3+ years in Tier 3 support, proven problem-solving, and experience with SQL and SaaS environments.