Senior Technical Support Engineer - SaaS & Automation Lead

KMC Solutions; Makati; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

Talkdesk is hiring a TECHNICAL SUPPORT ENGINEER via KMC Solutions in Makati, Philippines. The role focuses on leading complex customer support triage, driving issues to resolution, and advising on custom solutions.

You will automate tasks, handle escalations, and partner with Product, Professional Services, and Engineering to deliver value to customers. The ideal candidate brings 5–7 years of customer support or 3–5 years in SaaS project management, with Salesforce admin certs, REST API

Qualifications

• 5–7 years in Customer Support delivery or 3–5 years IT Project management in a SaaS business.
• Salesforce (certified admin) and voice API providers such as Twilio, Plivo, Nexmo, etc.
• Experience with coding/scripting languages such as Ruby, JS or batch.
• Comfortable with REST APIs and troubleshooting external systems.
• OAuth/SAML knowledge is a plus.
• Chrome developer console experience.
• Networking protocols (DNS, TCP/IP) and RTC related protocols (VoIP, SIP, WebRTC).
• Proven track record of resolving complex tier 2 issues.
• Strong consulting-oriented communication skills.

Responsibilities

• Lead Talkdesk’s complex customer support triage tasks, outlining steps to reproduce and driving issues to resolution.
• Take escalated issues from Tier 1 or client services and drive them to timely resolution.
• Serve as the point of contact for partner and user developers; advise on custom solutions.
• Develop tools to automate time-consuming recurring tasks.
• Demonstrate strong time management and prioritization.

Skills

Customer Support

SaaS

REST APIs

Troubleshooting

Communication

Tools

Salesforce Admin (certified)

Twilio/Nexmo/Plivo APIs

Job description

Talkdesk is hiring a TECHNICAL SUPPORT ENGINEER via KMC Solutions in Makati, Philippines. The role focuses on leading complex customer support triage, driving issues to resolution, and advising on custom solutions.

You will automate tasks, handle escalations, and partner with Product, Professional Services, and Engineering to deliver value to customers. The ideal candidate brings 5–7 years of customer support or 3–5 years in SaaS project management, with Salesforce admin certs, REST API