SaaS Technical Support Specialist — US Hours

Avvoka; Manila; On-site; PHP 279,000 - 502,000; Full time

Job summary

Avvoka, a technology company focusing on legal drafting tools, is seeking a Technical Support Specialist in Manila. You’ll be the first point of contact for clients, helping lawyers and operations teams get unblocked quickly and efficiently.

You will troubleshoot issues, assist with QA and document automation, and contribute to improving support processes and client templates. The role offers training and exposure to a growing global client base.

Qualifications

• Experience in a technical or customer support role, ideally SaaS.
• Clear, professional written communication; able to explain technical issues to non-technical users.
• Problem-solving mindset: reproduce issues and drive to resolution.

Responsibilities

• Own incoming client requests through Intercom; triage, investigate, and resolve issues quickly and clearly.
• Troubleshoot platform issues (login, session, document generation, template behaviour); escalate with reproducible detail as needed.
• Keep clients informed from first reply to resolution; manage expectations across time zones; focus on US business hours.

Skills

Technical support

Customer support

Clear written communication

Problem-solving mindset

Attention to detail

Multitasking

Willingness to learn

US client support availability

2-3 years experience

Tools

Intercom

Zendesk

Freshdesk

Job description

Avvoka, a technology company focusing on legal drafting tools, is seeking a Technical Support Specialist in Manila. You’ll be the first point of contact for clients, helping lawyers and operations teams get unblocked quickly and efficiently.

You will troubleshoot issues, assist with QA and document automation, and contribute to improving support processes and client templates. The role offers training and exposure to a growing global client base.