SaaS Technical Support Advocate (Remote)

BOLDR PH, INC.; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Boldr in the Philippines is seeking a Technical Support Advocate to handle written support for our client's SaaS platform, supporting end users via email and other written channels only, with no phone support.

You will triage tickets to distinguish known issues from bugs, escalate confirmed bugs to engineering with clear documentation, and use AI-assisted tools to speed up responses while maintaining high client satisfaction.

Qualifications

• 3+ years of technical support experience in a SaaS environment.
• Experience supporting customers via email and other written channels.
• Proficient in English, with excellent written communication.
• Ability to triage issues and decide when to escalate.
• Remote-work experience and self-motivation.

Responsibilities

• Provide technical support to customers via email and other written channels.
• Respond to inquiries within SLAs and manage a high-volume ticket queue.
• Triage tickets to distinguish known issues from bugs.
• Escalate confirmed product bugs to engineering with documentation.
• Use AI-assisted tools to speed up responses.
• Stay up to date with technologies and process changes.
• Participate in training and knowledge-sharing sessions.
• Understand client product and mobile app to provide informed support.
• Collaborate with cross-functional teams to clarify product behavior vs reportable bugs.
• Take on additional tasks to meet team objectives.

Skills

Written communication

SaaS support

English proficiency

Remote work

Customer empathy

Tools

Zendesk

Jira

Job description

Boldr in the Philippines is seeking a Technical Support Advocate to handle written support for our client's SaaS platform, supporting end users via email and other written channels only, with no phone support.

You will triage tickets to distinguish known issues from bugs, escalate confirmed bugs to engineering with clear documentation, and use AI-assisted tools to speed up responses while maintaining high client satisfaction.