Senior L2/L3 Technical Support Engineer

Compass Experience Labs; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Compass Experience Labs is hiring an L2/L3 Technical Support Engineer to own customer issues from first report through resolution. You’ll manage a caseload, investigate what is happening, coordinate with internal teams, and keep customers informed until resolved.

You’ll document learnings into reusable resources—troubleshooting notes, templates, and guides—to help the next person solve issues faster and to improve knowledge base materials for the team.

Qualifications

• 2+ years in technical support, SaaS support, or healthcare tech.
• Own a caseload of customer issues, not just one-off tickets.
• Navigate issues without a strict script or playbook.
• Strong written communication for customers and internal docs.
• Clear ownership and follow-through in all tasks.
• Good judgment on urgency and when to escalate.
• Investigate ambiguous issues and ask good questions.
• Comfortable using Intercom or similar tools.
• Document learnings so others can reuse them.

Responsibilities

• Own support tickets from intake through resolution or escalation.
• Manage a caseload of customer issues with clear prioritization.
• Investigate product questions, configuration issues, and bugs.
• Use logs, context, and troubleshooting to understand issues.
• Turn vague reports into clear problem statements and next steps.
• Communicate updates clearly with customers throughout.
• Coordinate with Success, Implementation, Product, and Engineering.
• Document solved issues and recurring patterns.
• Create practical resources for customers and internal teams.

Skills

Technical support

SaaS support

Healthcare tech

Customer communication

Documentation

Tools

Intercom

Job description

Compass Experience Labs is hiring an L2/L3 Technical Support Engineer to own customer issues from first report through resolution. You’ll manage a caseload, investigate what is happening, coordinate with internal teams, and keep customers informed until resolved.

You’ll document learnings into reusable resources—troubleshooting notes, templates, and guides—to help the next person solve issues faster and to improve knowledge base materials for the team.