Senior Technical Support Specialist - SaaS Tier 3

BOLDR PH, INC.; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Boldr Philippines is seeking a Technical Support Specialist T3 to handle customer support requests and resolve technical issues across email, chat, and calls. You will troubleshoot workflow configurations, automation logic, email deliverability, and API integrations while ensuring accurate, timely resolutions in line with client quality standards.

You’ll collaborate with internal teams to resolve escalated issues and contribute to a high-quality customer experience.

Qualifications

• Bachelor's degree in any field

Responsibilities

• Provide first and second-level technical support to customers via email as the primary channel, with beacon chat and calls as needed.
• Troubleshoot and resolve technical issues related to workflow configurations, automation logic, email deliverability, integrations, and account management.
• Communicate resolution timelines, status updates, and next steps to customers in a clear and professional manner.
• Maintain high standards of accuracy, responsiveness, and customer satisfaction, with the targeted resolution time.
• Investigate and reproduce potential product bugs, document findings accurately, and elevate through appropriate channels.
• Assist customers with workflow and automation setup, including trigger, condition, and action logic within the platform.
• Support customers with email infrastructure questions, including deliverability troubleshooting related to SPF, DKIM, and DMARC.
• Help customers understand and implement Beacon JavaScript API customisations by reading and reasoning through code snippets.
• Handle billing and account-related inquiries, including plan changes, usage questions, and upgrade or downgrade decisions.
• Document feature requests and recurring issues with sufficient detail to support review by internal teams.
• Identify patterns in support requests and recommend process or documentation improvements.

Job description

Boldr Philippines is seeking a Technical Support Specialist T3 to handle customer support requests and resolve technical issues across email, chat, and calls. You will troubleshoot workflow configurations, automation logic, email deliverability, and API integrations while ensuring accurate, timely resolutions in line with client quality standards.

You’ll collaborate with internal teams to resolve escalated issues and contribute to a high-quality customer experience.