Senior SaaS Tech Support Advocate

Boldr Impact; Philippines; Hybrid; PHP 2,505,000 - 5,009,000; Full time

Job summary

Boldr Impact is seeking a Senior Technical Support Advocate to deliver hands-on technical troubleshooting and best-practice guidance for our product suite. The role focuses on email-based customer support within a fast-paced environment, ensuring high client satisfaction even in complex technical scenarios.

Ideal candidates will have 3+ years of technical support experience, strong English communication, and the ability to work US business hours with flexibility.

Qualifications

• 3+ years of technical support experience with email and chat
• Strong understanding of web-based and mobile apps
• Experience with REST APIs and web development tools
• Experience with SaaS products and customer experience

Responsibilities

• Provide technical support to customers via phone, email and chat with focus on email-based support
• Respond to inquiries and alerts promptly per SLAs
• Diagnose, address and resolve technical issues efficiently
• Escalate complex issues to higher-level support
• Keep up to date with changing technologies and processes
• Participate in training to enhance technical skills
• Share knowledge and train new team members
• Understand client products and services deeply
• Collaborate with teammates to meet objectives

Skills

Technical support

Customer service

English communication

Problem solving

Tools

Chrome DevTools

REST APIs

SaaS

SQL

Datadog

Job description

Boldr Impact is seeking a Senior Technical Support Advocate to deliver hands-on technical troubleshooting and best-practice guidance for our product suite. The role focuses on email-based customer support within a fast-paced environment, ensuring high client satisfaction even in complex technical scenarios.

Ideal candidates will have 3+ years of technical support experience, strong English communication, and the ability to work US business hours with flexibility.