Support Engineer I (Associate)

ProSource

Philippines

Remote

PHP 446,000 - 781,000

Full time

2 days ago

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Benefits offered by this job

Remote work setup

HMO coverage for you and dependents

Job summary

ProSource is seeking a seasoned technical support professional to assist customers using e-commerce marketplaces, ERP systems, and SaaS platforms. You will handle inquiries via phone and tickets, troubleshoot APIs and integrations, and guide escalations to resolution.

The role emphasizes effective communication with customers and internal stakeholders, maintaining smooth support operations, and contributing to post-mortem reviews for escalated cases. Remote work is supported.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
At least 3–5 years of technical support experience.
Experience troubleshooting APIs and integrations; knowledge of Postman and Grafana.

Responsibilities

Provide direct phone and ticket-based technical support for customers of e-commerce marketplaces, ERP systems, and SaaS platforms.
Troubleshoot APIs and integrations; monitor disruptions; escalate when needed.
Manage escalations with CSM and Team Lead; participate in post-mortems.
Monitor and report product disturbances from ticket feedback.
Prioritize and respond to inquiries; update ticket statuses; ensure timely resolutions.

Skills

Analytical skills

Troubleshooting

Communication

Education

Bachelor's degree in Computer Science/IT or related field

Tools

Postman

Grafana

Job description

About ProSource

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

API troubleshooting
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