Support Engineer I (Associate)

ProSource; Makati; Remote; PHP 420,000 - 660,000; Full time

Benefits offered by this job

HMO coverage from day 1 for you and a/

Full-time remote work setup

Excellent perks and benefits

Job summary

ProSource seeks an experienced Technical Support Specialist to assist customers using e-commerce marketplaces, ERP systems, and SaaS platforms. You will handle inquiries via phone and tickets, troubleshoot APIs, manage escalations, and ensure smooth support operations.

Remote setup, exposure to leading platforms, and strong communication are essential. Ideal candidates have a 3–5 year track record in technical support, with hands-on experience in Postman, Grafana, and vendor integrations.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• 3–5 years of technical support experience.
• Experience with e-commerce marketplaces, ERP systems, or SaaS platforms is preferred.
• Experience troubleshooting APIs and integrations with Postman or similar tools.

Responsibilities

• Provide technical support to customers via phone and tickets.
• Troubleshoot APIs and integrations and resolve escalations.
• Monitor product disruptions and communicate with internal teams.
• Manage support inbox and ensure timely responses to inquiries.

Skills

Analytical skills

Troubleshooting

Communication

Education

Bachelor's degree in Computer Science or IT

Tools

Postman

Grafana

Job description

At ProSource, we build and manage highly technical distributed teams for some of the most innovative companies in the world. We believe in humanizing the outsourcing industry by finding, attracting, and retaining top talent. Our dynamic workspaces promote creativity, collaboration, and well-being. We leverage smart technologies to ensure our clients and employees thrive in a collaborative, high-performing environment.

Role Overview:

The role is responsible for providing technical support to customers using e-commerce marketplaces, ERP systems, and SaaS platforms. This includes handling customer inquiries through phone and support tickets, troubleshooting APIs and integrations, managing escalations, and monitoring product disruptions. The role also ensures timely resolution of technical issues, effective communication with customers and internal stakeholders, and smooth support operations.

Key Responsibilities:

Phone support

• Provide direct phone support to customers, ensuring their issues are resolved and they feel valued.

Tickets

• Oversee and respond to customer tickets in a timely manner.
• Ensure tickets requiring advanced support have complete customer information.
• Ensure all assigned tickets are addressed or transitioned before shift conclusion.

Escalations

• Directly handle customer escalations requiring immediate technical expertise.
• Engage stakeholders like the CSM and Team Lead in cases nearing escalation.
• Participate in post-mortem reviews for escalated customer cases.

Disruptions

• Monitor and report any product disturbances based on ticket feedback.

Other responsibilities

• Manage and prioritize the client's Support inbox.
• Ensure prompt responses to customer inquiries.
• Update and monitor ticket statuses.
• Highlight high-impact tickets and engage senior and technical support for intricate cases.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 3–5 years of technical support experience, preferably supporting one or more of the following:

- E-commerce marketplaces

- ERP systems

- SaaS platforms

- Integration platforms

- Working knowledge of one or more e-commerce marketplaces or sales channels is required, preferably including Amazon, Bol.com, Zalando, eBay, TikTok Shop, Shopify, or comparable platforms.

• Experience troubleshooting APIs and integrations using tools such as: Postman and Grafana
• Strong analytical, troubleshooting, and communication skills.

Schedule:

• 1HC Wednesday to Sunday, 10am to 7pm PHT
• 1HC Thursday to Monday, 10am to 7pm PHT

Work Set-up:

• Remote

What's in it for you?

• HMO coverage for you and your dependents on Day 1
• Enjoy a full time remote work setup with all the tools you need
• Full-time role with excellent perks and benefits