Senior Technical Support Engineer - AI, Automation & SaaS

Octal Philippines Inc.; Pasig; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Health and Life Insurance

Day 1 HMO coverage with dependents

13th month pay

Retirement savings plan

Complimentary meals in office

Job summary

Octal Philippines Inc. seeks a Technical Customer Support III to provide advanced technical support for the company’s software solutions, troubleshoot complex issues, and guide users to timely resolutions.

You will serve as the escalation point and collaborate with Tier 3, Development, and cross-functional teams to drive rapid issue resolution. Document interactions, meet KPIs, and contribute to AI-driven support initiatives while ensuring high customer satisfaction.

Qualifications

• Minimum of 3 years of college education in Business, IT, or related field.
• 2–4 years of technical customer support experience, preferably SaaS.
• Experience with CRM and support tools (Salesforce, Zendesk, Jira) and SaaS troubleshooting.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of SQL and data coding; exposure to Python, automation workflows, and AI-assisted tools.

Responsibilities

• Provide advanced technical and functional support for company solutions via phone, email, and chat.
• Serve as primary escalation point and coordinate with Tier 3, Development, and cross-functional teams.
• Document customer interactions, resolutions, and escalations with clear ticket management.
• Meet established KPIs for response time, resolution rate, and customer satisfaction.
• Leverage AI-powered tools and automation to improve troubleshooting efficiency and accuracy.

Skills

Advanced problem solving

Strong communication

Multitasking

CRM tools proficiency

AI tooling

Education

3 years college education (Business/IT)

Tools

Salesforce

Zendesk

Jira

Microsoft Office

SQL

Python

Automation tools

Job description

Octal Philippines Inc. seeks a Technical Customer Support III to provide advanced technical support for the company’s software solutions, troubleshoot complex issues, and guide users to timely resolutions.

You will serve as the escalation point and collaborate with Tier 3, Development, and cross-functional teams to drive rapid issue resolution. Document interactions, meet KPIs, and contribute to AI-driven support initiatives while ensuring high customer satisfaction.