Senior Technical Support Engineer - SaaS & Cloud

KMC Solutions; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

KMC Solutions seeks a TECHNICAL SUPPORT ENGINEER to support Talkdesk for our commercial customers. You will lead complex customer support triage, reproduce steps, and drive resolution while maintaining clear customer communication.

The role requires 5–7 years in customer support or 3–5 in IT project management, with SaaS/fintech/telco experience and familiarity with Zendesk and Salesforce. Collaboration with Product, Professional Services, and Engineering is essential.

Qualifications

• Must have 5–7 years in Customer Support delivery (technical) or 3–5 years in IT Project Management (B2B).
• Experience in SaaS, fintech, telco, managed services, or similar tech environments.
• Strong troubleshooting and problem-solving skills; ticketing platform experience.

Responsibilities

• Lead Talkdesk's complex customer support triage tasks; outline steps to reproduce and drive resolution.
• Escalate issues from tier 1 and drive timely resolution; manage customer communication.
• Point of contact for partner and user developers; advise on custom solutions.
• Develop tools to automate recurring tasks and improve efficiency.
• Track work progress with customers and plan risk mitigation strategies.
• Demonstrate features and collaborate with Product/Engineering for fixes.

Skills

Troubleshooting

Customer support

Communication

Time management

Tools

Zendesk

Salesforce

Job description

KMC Solutions seeks a TECHNICAL SUPPORT ENGINEER to support Talkdesk for our commercial customers. You will lead complex customer support triage, reproduce steps, and drive resolution while maintaining clear customer communication.

The role requires 5–7 years in customer support or 3–5 in IT project management, with SaaS/fintech/telco experience and familiarity with Zendesk and Salesforce. Collaboration with Product, Professional Services, and Engineering is essential.