SaaS Tech Support Engineer — SQL, API & Automation

Our Clients; Pasig; Presencial; PHP 600.000 - 1.200.000; Jornada completa

Descripción de la vacante

Our Clients, a global property-management software company, seeks hands-on SaaS technical support professionals to tackle tough escalations and drive knowledge base improvements. You'll investigate issues using SQL and API tools, explain findings clearly, and help the team resolve problems quickly.

Senior level responsibilities include coaching, KPI reviews, and designing AI-assisted workflows for the support team. Onsite in Pasig, night shift required.

Formación

• 2+ years of hands-on SaaS or application support at L2/L3.
• Strong SQL skills; ability to write queries.
• Experience troubleshooting RESTful APIs and JSON payloads (Postman or similar).
• Scripting experience in Python, PowerShell, or Bash.
• Ability to explain technical problems clearly to technical and non-technical people.
• Willingness to work onsite in Pasig on a night shift.

Responsabilidades

• Handle complex escalations for a SaaS platform from investigation to resolution.
• Write SQL queries to diagnose data issues and system behavior.
• Troubleshoot API and integration failures by reviewing logs, payloads and error responses.
• Build scripts and automations in Python or similar to speed up support.
• Walk teammates through how you solved issues and turn fixes into guides and knowledge-base articles.
• Spot recurring issues and suggest improvements to the product or support process.
• Senior level: coach a small group of support agents (1 coach to 5) on quality and performance metrics.
• Run performance conversations, including KPI reviews and improvement plans.
• Design AI-assisted or agentic workflows for the support team.

Conocimientos

SQL

API troubleshooting

Python scripting

PowerShell scripting

Bash scripting

Clear communication

Night shift

Herramientas

Postman

REST API testing

Descripción del empleo

Our Clients, a global property-management software company, seeks hands-on SaaS technical support professionals to tackle tough escalations and drive knowledge base improvements. You'll investigate issues using SQL and API tools, explain findings clearly, and help the team resolve problems quickly.

Senior level responsibilities include coaching, KPI reviews, and designing AI-assisted workflows for the support team. Onsite in Pasig, night shift required.