SaaS Technical Support Specialist - Night Shift (Tier 1/2)

Outsourcey; Taguig; Hybrid; PHP 420,000 - 650,000; Full time

Benefits offered by this job

Hybrid on-site 2 days/week

18 PTO days/year

Premium HMO + 1 dependent

Company laptop

Job summary

Evention, a Chicago-based SaaS company expanding its APAC footprint, seeks a Junior Client Success Representative for Tier 1/2 support. You will handle data integration issues, diagnose API payloads, and coordinate with engineering on escalations while maintaining professional client communications.

This role is part of a hybrid, US-night-shift team at our new BGC hub in Manila. Key responsibilities include troubleshooting data syncs, analyzing JSON/CSV payloads, and exporting clear reproduction

Qualifications

• Experience in a B2B SaaS operations, technical support, or application support role.
• Hands-on troubleshooting of data sync issues or API integrations.
• Familiarity with reading/diagnosing JSON and CSV payloads.
• Basic SQL for data validation and discrepancy checks.
• Experience with bug tracking/ticketing systems like Azure DevOps, Jira, Zendesk, or ServiceNow.
• Excellent written and verbal English communication, able to de-escalate complex issues.

Responsibilities

• Serve as Tier 1/2 technical escalation for enterprise clients with data sync issues or bugs.
• Troubleshoot API integration issues by analyzing logs and data payloads.
• Write basic SQL queries to check data integrity.
• Replicate bugs with clear reproduction steps in Azure DevOps/Jira.
• Provide status updates and workarounds to clients; escalate to Tier 3 when needed.
• Collaborate with Senior CS reps and engineering to improve knowledge bases.

Skills

B2B SaaS

Technical support

API troubleshooting

SQL basics

JSON/CSV payloads

Bug tracking tools

English communication

Tools

Azure DevOps

Jira

Zendesk

ServiceNow

Job description

Evention, a Chicago-based SaaS company expanding its APAC footprint, seeks a Junior Client Success Representative for Tier 1/2 support. You will handle data integration issues, diagnose API payloads, and coordinate with engineering on escalations while maintaining professional client communications.

This role is part of a hybrid, US-night-shift team at our new BGC hub in Manila. Key responsibilities include troubleshooting data syncs, analyzing JSON/CSV payloads, and exporting clear reproduction