SaaS Technical Support Specialist — Philippines

Next Frontier Capital; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Claravine is hiring a Customer Support Specialist to act as the frontline technical expert for enterprise clients across Brazil, El Salvador, India, or the Philippines.

You will triage issues, reproduce bugs, and document findings, using SQL to validate behavior and collaborating with Engineering to drive resolution. Strong English writing and front-end issue understanding are essential.

Qualifications

• Physically located within Brazil, El Salvador, India, or Philippines.
• 3+ years of experience in technical customer support or a client-facing technical role in B2B SaaS for enterprise level customers.
• Zendesk and Jira proficiency required — you know how to work a queue, write a solid bug report, and track an issue to closure.
• Intermediate SQL skills: you can write select statements, filter and aggregate data, and join tables to answer a question without waiting for someone else to run the query.
• Build automations using scripts (ex. bash) and AI agents (Claude, ChatGPT).
• Experience reading and reporting on front-end HTML and Javascript issues.
• Strong written communication in English — you can write a client update that is accurate, calm, and clear, and an internal escalation that gives Engineering exactly what they need.
• Proficient and experience reading and translating error messages, API responses, and logs
• Familiarity and handson debugging media platform integrations, for ex. Adobe, Salesforce, Meta or GCM.
• Familiarity with SSO setup is a plus.
• Detail-oriented and organized in a high-volume, fast-paced environment where multiple tickets are in flight simultaneously.
• Collaborative by nature — you work closely with Customer Success Managers, Solutions Architects, and Engineers without needing to own the outcome alone.

Responsibilities

• Technical Investigation: Triage and investigate incoming support tickets, reproducing issues, identifying root causes, and documenting findings.
• Query internal systems and databases using SQL to validate reported behavior, pull relevant data, and substantiate bug reports with evidence.
• Monitor Zendesk queues to maintain SLA compliance, prioritize critical issues, and flag patterns that suggest systemic problems.
• Partner with Engineering and Product to trace bugs from initial report through resolution, while verifying deployed fixes to explain it accurately to clients.
• Client Communication: Own client-facing communication throughout the lifecycle of a ticket — from acknowledgment through root cause explanation to resolution confirmation.
• Translate technical findings into clear, jargon-free updates that give clients confidence the issue is understood and being addressed.
• Set expectations on timelines and scope, and proactively update clients with status updates rather than waiting to be asked.
• Document recurring client pain points and surface them to Support Leadership, Customer Success Managers and Product & Engineering with enough context to drive action.

Skills

English communication

SQL

Bug reports & logs interpretation

HTML/JS issues understanding

AI automation

Bash scripting

Collaboration

Technical writing

Tools

Zendesk

Jira

Job description

Claravine is hiring a Customer Support Specialist to act as the frontline technical expert for enterprise clients across Brazil, El Salvador, India, or the Philippines.

You will triage issues, reproduce bugs, and document findings, using SQL to validate behavior and collaborating with Engineering to drive resolution. Strong English writing and front-end issue understanding are essential.