Senior Product Support Engineer

KMC Solutions; Philippines; On-site; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning opportunities

Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions is seeking a Senior Product Support Engineer to join our Customer Success team. You will troubleshoot highly complex customer issues across products, APIs, and integrations, acting as a bridge between customers and Engineering.

You will dive into backend systems, write SQL queries, and collaborate with Product and DevOps to drive scalable improvements while mentoring teammates and contributing to knowledge base content.

Qualifications

• 3–5 years of technical SaaS support experience with enterprise customers.
• Proficient in SQL query writing and data analysis.
• Experience with RESTful APIs and API debugging (Postman).
• Strong communication and cross-team collaboration skills.

Responsibilities

• Investigate and resolve highly complex customer issues escalated from Tier 1 and Tier 2 Support teams.
• Collaborate with Engineering, Product, and DevOps to resolve incidents and drive product improvements.
• Analyze data from SQL databases to support issue investigations and identify root causes.
• Debug and troubleshoot issues related to SOCi APIs, integrations, and backend services.
• Proactively identify patterns in product quality and contribute to improvements with Product teams.
• Coach and mentor junior support teammates on advanced troubleshooting techniques.

Skills

Troubleshooting

Analytical thinking

Communication

Cross-team collaboration

Prioritization

Tools

SQL

RESTful APIs

Postman

Zendesk

Salesforce

Jira

Datadog

Sentry

Job description

Make your next big career move by applying as KMC Solutions' next SENIOR PRODUCT SUPPORT ENGINEER!

The Senior Product Support Engineer is a highly skilled, senior-level technical expert within the Customer Success team at SOCi. This role is responsible for isolating, troubleshooting, and resolving complex and escalated customer issues - ranging from intricate product bugs to multi-system integration failures - while acting as a critical liaison between customer-facing teams and Engineering. Operating in a fast-paced environment, the Senior Product Support Engineer dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long-term solutions, and implement scalable solutions. This role works cross-functionally with Product and Engineering teams to influence improvements in both the product and internal processes, while proactively identifying patterns that reduce future escalations.

Additionally, the Senior Product Support Engineer supports the broader Support team by sharing knowledge, providing mentoring and guidance, and raising the overall bar for technical excellence. Exceptional problem solving skills, strong communication, and the ability to manage high-pressure customer interactions with professionalism are essential to success in this role.

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a SENIOR PRODUCT SUPPORT ENGINEER include:

• Investigate and resolve highly complex customer issues escalated from Tier 1 and Tier 2 Support teams, including troubleshooting advanced support cases such as Facebook API errors, publishing failures with emerging root causes, and reporting discrepancies - all while delivering exceptional customer service.
• Directly interact with customers to isolate and understand issues; and collaborate with Engineering, Product, and DevOps teams to resolve complex incidents and drive product improvements.
• Analyze data from SQL databases to support issue investigations and identify root causes.
• Debug and troubleshoot issues related to SOCi APIs, integrations, and backend services.
• Proactively identify patterns in product quality, systemic issues, or feature gaps, and provide actionable recommendations to improve code, test coverage, or processes in partnership with Product teams.
• Coach and mentor junior Customer Support teammates on advanced troubleshooting techniques and deep product behavior understanding.
• Reproduce and document bugs with clarity for Engineering handoff, including logs, reproduction steps, and severity assessments.
• Maintain detailed records of investigations and resolutions in our case management tools (e.g., Zendesk, Salesforce).
• Write technical knowledge base articles, internal documentation, and runbooks for Tier 1 and Tier 2 enablement.
• Participate in the on-call rotation for critical incidents and weekend support coverage as needed.
• Contribute to team projects, tooling improvements, and automation initiatives that improve the support experience and scalability.
• Be willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

• 3–5 years of technical support experience, ideally in a SaaS environment with enterprise-level customers.
• Proven experience writing and executing SQL queries to analyze, troubleshoot, and validate data.
• Familiarity with RESTful APIs: able to make API calls (e.g., via Postman), analyze responses, and debug integration issues.
• Strong troubleshooting methodology and analytical thinking skills. You can break down vague problems into actionable next steps.
• Experience debugging web applications or working with front-end and back-end technologies is a strong plus.
• Excellent communication skills, especially when translating technical details for a non-technical audience.
• Strong collaboration skills – you work well across teams and can advocate for both customers and internal stakeholders.
• Self-motivated, highly organized, and able to manage competing priorities in a fast-paced environment.
• Prior experience with support tools like Jira, Salesforce, Zendesk, and monitoring tools (e.g., Datadog, Sentry) is preferred.
• Ability to thrive in ambiguity and take ownership of complex challenges.