Senior Technical Support Lead — Enterprise (Remote)

Auditdata; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Remote work model

Professional development

Paid trainings

Job summary

Auditdata’s Customer Care team is the frontline of our global support operation. This hands-on 2nd/3rd line role combines live ticket work with ownership of a small portfolio of named accounts.

You will be both the problem solver for the toughest tickets and the regular face customers meet weekly. You will drive escalations, contribute to the knowledge base, and produce reports while coordinating with Product, Development, and DevOps.

Qualifications

• 5+ years in customer-facing technical support or a similar role.
• Hands-on 2nd/3rd line support via phone, email, and remote tools.
• Able to chair recurring customer meetings independently.
• Experience authoring Knowledge Base articles and runbooks.
• Fluent written and verbal English.
• Willingness to work across APAC, Europe, and North American time zones.

Responsibilities

• Respond to inquiries within SLAs with accurate product information.
• Troubleshoot software and hardware issues and document steps.
• Reproduce issues and provide replication steps for engineering.
• Drive escalations with Product Management, Development and DevOps.
• Handle customer hardware service requests per procedures.
• Maintain case records and keep customers informed throughout.
• Own portfolio of named Enterprise accounts as the primary contact.
• Produce customer-facing root cause analyses and status reports.
• Build reports and dashboards in Helpdesk/CRM and analyze ticket data.

Skills

Customer-facing support

2nd/3rd line support

English communication

SLA management

Technical writing

Troubleshooting

Root cause analysis

Ticket management

Tools

HelpDesk

CRM

Runbooks

SOPs

Knowledge Base

Job description

Auditdata’s Customer Care team is the frontline of our global support operation. This hands-on 2nd/3rd line role combines live ticket work with ownership of a small portfolio of named accounts.

You will be both the problem solver for the toughest tickets and the regular face customers meet weekly. You will drive escalations, contribute to the knowledge base, and produce reports while coordinating with Product, Development, and DevOps.