SaaS Customer Support Engineer

Freshworks; Hinoba-an; On-site; PHP 279,000 - 558,000; Full time

Job summary

Freshworks Philippines is seeking a customer-obsessed support professional to own issue resolution end-to-end across channels for high-value customers. You will diagnose and troubleshoot, delivering timely updates and collaborating with Engineering, Product, and other teams.

You will maintain documentation, ensure accurate records, and provide a premium experience for high-MRR customers while participating in a rotational shift cycle.

Qualifications

• 1-4 years of experience in a customer-facing or technical support role.
• Excellent written and verbal communication skills with strong clarity and structure.
• Strong customer empathy and a solution-oriented mindset.
• Technical aptitude with the ability to quickly learn new tools, products, and technologies.
• Familiarity with operating systems such as Windows, macOS, or Linux.
• Understanding the basics of networking: TCP/IP, DNS, DHCP, VPNs, firewalls.
• Strong collaboration skills and the ability to work effectively with cross-functional teams.
• Willingness to work in rotational shifts (including night shifts) as part of a 6-12 month rotation cycle.

Responsibilities

• Take complete ownership of customer-reported issues and drive resolution within defined SLAs.
• Diagnose and troubleshoot technical problems, identify root causes, and implement effective solutions or workarounds.
• Act as the voice of the customer while collaborating with internal Engineering, Product, and other cross-functional teams.
• Escalate complex issues following defined processes and ensure transparent communication throughout the lifecycle.
• Provide prompt, accurate, and actionable updates to customers across channels (email, chat, calls, etc.).
• Create and maintain documentation, including FAQs and knowledge base articles.
• Maintain accurate records of customer interactions, ensuring proper tracking and closure of all issues.
• Support high-MRR customers and reputed global brands, delivering a premium support experience.

Skills

Customer empathy

Communication skills

Technical troubleshooting

Cross-functional collaboration

Learning agility

Tools

SaaS product familiarity

AWS/Azure/GCP basics

MS Teams / Zoom / Slack

Job description

Freshworks Philippines is seeking a customer-obsessed support professional to own issue resolution end-to-end across channels for high-value customers. You will diagnose and troubleshoot, delivering timely updates and collaborating with Engineering, Product, and other teams.

You will maintain documentation, ensure accurate records, and provide a premium experience for high-MRR customers while participating in a rotational shift cycle.