Senior SaaS Technical Support — Tier 1 & 2, Remote

MicroSourcing

Manila

Remote

PHP 446,000 - 725,000

Full time

22 hours ago

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Benefits offered by this job

Healthcare coverage on day one

Cash conversion PTO

Group life insurance

Performance bonuses

Competitive rewards

Job summary

MicroSourcing is seeking a Technical Support Associate for a remote role in Metro Manila with shifting hours. You will provide software support via Zendesk, troubleshoot Checkbox no-code platform issues, and collaborate with Product, Engineering, and Customer Success teams to resolve escalations.

The role offers competitive rewards including healthcare coverage on day one and opportunities for career growth within a collaborative environment.

Qualifications

3–5+ years of experience providing technical support for software applications or SaaS products to English-speaking customers.
Proven experience troubleshooting complex software issues and managing multi-stakeholder support cases.
Strong technical aptitude to diagnose and resolve application-related issues.
Experience using support ticketing systems such as Zendesk or similar platforms.
Excellent written and verbal communication skills with strong analytical thinking.

Responsibilities

Provide technical support to customers through Zendesk and other channels.
Investigate, troubleshoot, and resolve software issues on the Checkbox no-code platform.
Build, modify, and optimize customer solutions while recommending best practices.
Collaborate with Tier 3 Support, Product, Engineering, and Customer Success teams to resolve escalated cases.
Deliver exceptional white-glove service with timely updates and knowledge base documentation.