Senior Product Support Engineer (SaaS & Escalations)

KMC Solutions; Philippines; On-site; PHP 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Health Insurance/HMO

Unlimited coffee

Learning & growth opportunities

Cloud HR platform access (Sprout)

Above standard leaves

Job summary

KMC Solutions is hiring a Senior Product Support Specialist to act as a senior technical expert within the Customer Success team. You will isolate, troubleshoot, and resolve complex issues, including product bugs and multi-system integrations, while liaising between customer-facing teams and Engineering.

The role requires strong backend and API knowledge, including SQL, and cross-functional collaboration to influence product improvements.

Qualifications

• 5+ years of experience in product/technical support or related role.
• Customer-facing support experience.
• Strong technical troubleshooting and problem-solving capabilities.
• Excellent communication and interpersonal skills for technical/non-technical audiences.

Responsibilities

• Provide advanced product support to clients, troubleshooting complex issues related to the platform.
• Serve as primary contact for escalated support cases with timely resolution.
• Collaborate with Product Management and Engineering to diagnose issues and drive improvements.

Skills

Tier 2 Product Support

SaaS Support Analyst

Technical Support

Application Support

Education

Bachelor's degree in IT/CS/Business

Tools

Ticketing systems

CRM tools

Job description

KMC Solutions is hiring a Senior Product Support Specialist to act as a senior technical expert within the Customer Success team. You will isolate, troubleshoot, and resolve complex issues, including product bugs and multi-system integrations, while liaising between customer-facing teams and Engineering.

The role requires strong backend and API knowledge, including SQL, and cross-functional collaboration to influence product improvements.