SaaS Technical Support & QA Specialist (24/7 Shifts)

Petsure Services Inc.; Quezon City; Hybrid; PHP 335,000 - 603,000; Full time

Benefits offered by this job

Day 1 HMO

Annual Leave Credits

Group Life Insurance

AD&D

13th/14th Month Bonus

Transportation Allowance

Meal Allowance

Medicine Allowance

Optical Allowance

Annual Leave Conversion

Birthday Leave

Free HMO for dependent

Job summary

Petsure Services Inc. (PSI) seeks a Technical Support Agent for a UK-based SaaS used by veterinary clinics. You will triage Intercom chats and emails, resolve Level 1 requests, escalate Level 2 issues, and log confirmed bugs in Linear.

You’ll also perform manual testing and assist QA to ensure quality releases in a fast-paced product environment. Strong English, empathetic communication, and a readiness to work rotating shifts in a hybrid setup are essential as you help clinics and PSI scale

Qualifications

• Bachelor’s degree in information technology, computer engineering or equivalent.
• 3+ years in customer or technical support, SaaS preferred.
• 1 year in software testing, QA, or bug reporting.
• Experience using bug tracking tools such as Linear, Jira or Azure DevOps.
• Excellent English communication, written and spoken.
• Comfortable with hybrid work and rotating shifts.

Responsibilities

• Monitor Intercom chats and emails, triage Level 1 queries.
• Escalate Level 2 issues to CS or Veterinary Advisors.
• Log Level 3 bugs in Linear with clear steps.
• Own tickets through resolution and follow up with clinics.
• Call clinics when needed to gather context.
• Support QA by manual testing and validating workflows.
• Assist in developing and maintaining test cases.

Skills

3+ years customer support

1 year software testing

QA exposure

Excellent English

Intercom/Linear experience

Calm, confident tone

Hybrid work

Rotating shifts

Phone conversations

Start date availability

Education

Bachelor’s degree in IT/CS

Tools

Intercom

Linear

Jira

Azure DevOps

Job description

Petsure Services Inc. (PSI) seeks a Technical Support Agent for a UK-based SaaS used by veterinary clinics. You will triage Intercom chats and emails, resolve Level 1 requests, escalate Level 2 issues, and log confirmed bugs in Linear.

You’ll also perform manual testing and assist QA to ensure quality releases in a fast-paced product environment. Strong English, empathetic communication, and a readiness to work rotating shifts in a hybrid setup are essential as you help clinics and PSI scale