Senior Product Support Engineer: Escalations & Root-Cause

KMC Solutions; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions' Senior Product Support Specialist role focuses on isolating, troubleshooting, and resolving complex issues across SOCi’s platform. You will bridge customers, engineering, and product teams, handle escalations, perform root-cause analyses, and drive scalable solutions.

You will mentor junior colleagues, document resolutions, and contribute to knowledge sharing while delivering excellent customer service in a fast-paced SaaS environment.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3–5+ years in product or technical support in SaaS/tech.
• Strong troubleshooting and communication skills.
• Experience with support ticketing systems and CRM tools.
• Collaborative in fast-paced environments and eager to learn.

Responsibilities

• Provide advanced product support for SOCi platform issues.
• Serve as primary contact for escalated cases and ensure timely resolutions.
• Collaborate with product management and engineering to diagnose issues.
• Maintain deep knowledge of SOCi products and features.
• Document resolutions and share best practices for knowledge transfer.
• Conduct trainings and mentor junior support specialists.
• Monitor support metrics and identify improvement opportunities.
• Contribute to client success initiatives to drive engagement.

Skills

Technical Troubleshooting

Communication Skills

CRM Tools

Team Collaboration

Education

Bachelor’s degree in IT/CS/Business or related

Tools

Ticketing Systems

CRM Tools

Job description

KMC Solutions' Senior Product Support Specialist role focuses on isolating, troubleshooting, and resolving complex issues across SOCi’s platform. You will bridge customers, engineering, and product teams, handle escalations, perform root-cause analyses, and drive scalable solutions.

You will mentor junior colleagues, document resolutions, and contribute to knowledge sharing while delivering excellent customer service in a fast-paced SaaS environment.