SaaS Technical Support Specialist

Our Clients; Pasig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

SQL

API troubleshooting

Python scripting

PowerShell scripting

Bash scripting

Clear communication

Night shift

Tools

Postman

REST API testing

Job description

About the role

Our client is a global property-management software company. They’re looking for experienced SaaS technical support professionals to work their toughest technical issues hands-on, and then help the support team get better at them. You’ll investigate escalations with SQL and API tools, find root causes, and explain clearly what you found, so that others can solve the next one themselves.

This isn’t a trainer role. We’re looking for hands-on support professionals who can explain their technical work clearly.

What you’ll do

• Handle complex escalations for a SaaS platform, from investigation through root-cause analysis to resolution.
• Write SQL queries to look into 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, that make support faster.
• Walk teammates through how you solved an issue, and turn fixes into clear guides and knowledge-base articles.
• Spot recurring issues and suggest improvements to the product or the support process.

Senior level also:

• Coach a small group of support agents, about 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.

What you bring

• 2+ years of recent, hands‑on SaaS or application support at L2 or L3 level.
• Strong SQL skills: you write your own queries to investigate issues.
• Experience troubleshooting APIs (REST, JSON, Postman or similar).
• Real scripting experience in Python, PowerShell, Bash or similar.
• The ability to explain technical problems clearly and logically to both technical and non-technical people.
• Willingness to work onsite in Pasig on a night shift.

Senior level also:

• 1+ year of coaching, mentoring or team‑lead experience in a technical support team.
• Experience owning team KPIs or quality metrics.

Nice to have

• Experience with property‑management, accounting or CRM software.
• A software development background.
• Experience building AI tools or automations, such as chatbots or ticket triage.