Senior IT Support Escalation Specialist - Remote Night Shift

ScalableOS; Philippines; Remote; PHP 900,000 - 1,200,000; Full time

Job summary

ScalableOS in the Philippines is seeking a Senior Support Specialist to be the technical anchor of the support pod, resolving the toughest tickets across endpoints, identity, networking and cloud, while mentoring teammates and handling your own queue.

You’ll convert recurring fixes into knowledge articles in IT Glue, escalate when needed, and strive for high CSAT and first-contact resolution. This remote role has a long-term night shift and cross-functional collaboration.

Qualifications

• 5+ years in IT support with demonstrated depth across MSP technologies.
• Strong, independent troubleshooting and a bias toward proper, documented fixes.
• A helpful, patient style with teammates and members.
• Clear technical writing for knowledge articles.
• Reliability under a busy queue.
• A natural fit with our Core Values: balanced passion for our Company, Colleagues, and Clients; empathy; accountability; consistent, friendly communication; and a learning mindset.

Responsibilities

• Resolve the pod’s most complex tickets across endpoints, identity, networking, and cloud.
• Take escalations from Support and Phone Specialists and see them through.
• Mentor and coach less-experienced specialists on troubleshooting and quality.
• Author and maintain knowledge-based articles in IT Glue from recurring fixes.
• Escalate cleanly to Systems Administrators and the Chief Technology Advisor when needed, with full context.
• Maintain high CSAT and first-contact resolution on advanced issues.
• Partner with TAMs on member-specific context and recurring problems.

Skills

IT support

Troubleshooting

Technical writing

Communication

Reliability

Tools

Halo PSA

NinjaOne

IT Glue

Google Workspace

Dialpad

Datto

Slide BCDR

Password managers

Strety

Job description

ScalableOS in the Philippines is seeking a Senior Support Specialist to be the technical anchor of the support pod, resolving the toughest tickets across endpoints, identity, networking and cloud, while mentoring teammates and handling your own queue.

You’ll convert recurring fixes into knowledge articles in IT Glue, escalate when needed, and strive for high CSAT and first-contact resolution. This remote role has a long-term night shift and cross-functional collaboration.