SaaS Technical Support Engineer — Problem Solver

KMC Solutions; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health Insurance/HMO

Unlimited MadMax Coffee

Diverse learning & growth

Cloud HR platform (Sprout)

Above standard leaves

Job summary

Talkdesk is seeking a Technical Support Engineer in the Philippines to support complex customer issues, drive resolutions, and work closely with product and engineering teams. This role emphasizes advocacy for customers and strong technical problem solving.

The successful candidate will have 5–7 years in customer support or 3–5 years in SaaS IT project management, with hands-on experience in Salesforce Admin, REST APIs, and coding with Ruby/JS. A fast-paced, collaborative environment awaits.

Qualifications

• 5-7 years of experience in Customer Support delivery, or 3-5 years of IT Project management in a SaaS business.
• Experience with Salesforce (certified admin) and voice API providers (Twilio, Plivo, Nexmo).
• Experience with coding/scripting languages such as Ruby, JS or batch.
• Experience querying databases (SQL, Looker).
• Comfortable with REST APIs and debugging on external systems.
• Knowledge of OAuth/SAML is a plus.

Responsibilities

• Lead Talkdesk’s complex customer support triage tasks and document steps to reproduce workflows.
• Escalate and drive resolution of issues from Tier 1 or client services teams.
• Act as point of contact for partner and user developers; advise on custom solutions.
• Develop tools to automate recurring tasks for the team.
• Communicate customer feedback to internal teams; advocate for customers.
• Perform advanced troubleshooting to tailor solutions for customers.
• Build trust with client leadership to remove roadblocks and ensure success.
• Collaborate with Product, Professional Services, Engineering to deliver feature requests and fixes.

Skills

Customer support

Salesforce Admin

Twilio/Voice APIs

Ruby/JS scripting

SQL/Looker

REST APIs

OAuth/SAML

Chrome DevTools

Networking DNS TCP/IP

VoIP/WebRTC

Tier 2 issue resolution

Consulting communication

Tools

Looker

SQL

Job description

Talkdesk is seeking a Technical Support Engineer in the Philippines to support complex customer issues, drive resolutions, and work closely with product and engineering teams. This role emphasizes advocacy for customers and strong technical problem solving.

The successful candidate will have 5–7 years in customer support or 3–5 years in SaaS IT project management, with hands-on experience in Salesforce Admin, REST APIs, and coding with Ruby/JS. A fast-paced, collaborative environment awaits.