Technical Customer Support Specialist

Agridence Pte Ltd; Manila; Remote; PHP 350,000 - 520,000; Full time

Job summary

Agridence Pte Ltd is seeking a Technical Customer Support Specialist to own how clients get help when something does not work. You will run the help desk, triage issues, troubleshoot API integrations, and translate problems into clear, reproducible tickets for engineers.

You will shape support workflows, hit response and resolution targets, build a knowledge base, and provide updates to clients. This is a hands‑on, remote‑friendly role requiring collaboration across Europe and Asia time zones.

Qualifications

• 2–4 years of experience in technical or application support for a B2B software product.
• Hands‑on experience with Jira or a similar ticketing tool.
• Practical REST API troubleshooting: HTTP status codes, JSON and authentication errors.
• Bug reports that an engineer can act on without a follow‑up conversation.
• Clear written communication, including explaining technical issues clearly.
• Comfort with working hours overlapping Europe and Asia.
• Basic SQL proficiency.
• API testing tools such as Postman.
• Experience with HubSpot or similar help desk platform.
• Exposure to supply chain, traceability or compliance software.
• Track record of meeting KPIs such as first‑response time, resolution time, CSAT.
• Warm, confident writer who can build rapport with clients.

Responsibilities

• Run the help desk, triage, prioritise and track every client issue through to resolution.
• Troubleshoot to root cause, determine data, configuration or product problems, and fix where possible without code.
• Diagnose client API integrations by testing connections, reading requests/responses, and error codes.
• Escalate cleanly by writing Jira tickets for engineers and following up with clients via email or calls.
• Build the knowledge base by turning recurring issues into clear guides.
• Feed the product teams with patterns from support to fix major pain points.
• Meet service levels: hit first-response, resolution and CSAT targets, closing or escalating tickets timely.
• Confirm fixes in production before informing the client it’s resolved.
• Keep clients informed with status updates, timelines and outcomes.
• Log root cause, actions, and next steps on tickets in HubSpot and Jira.
• Able to work in European timezone.

Skills

Jira / ticketing

REST API troubleshooting

Clear written communication

Cross time-zone overlap (EU/ASIA)

Basic SQL

Postman

HubSpot / help desk

KPI / CSAT focus

Remote / distributed work

Effective rapport with clients

Ability to learn domain quickly

Tools

Jira

Postman

HubSpot

Job description

We are looking for a Technical Customer Support Specialist to own how our clients get help when something does not work. You will run our help desk, get to the root of client issues, troubleshoot client API integrations, and make sure that anything needing a fix reaches our engineers as a clear, reproducible ticket. This is a hands‑on role with real ownership. You will shape how support works here: how issues are prioritised, how fast clients hear back, and how recurring problems get fixed for good rather than answered again and again.

What you will do

Run the help desk. Triage, prioritise and track every client issue through to resolution.

Troubleshoot to root cause. Work out whether an issue is a data, configuration or product problem, and resolve what can be fixed without code.

Diagnose client API integrations. Test and debug client connections to our platform, reading requests, responses and error codes to find what went wrong.

Escalate cleanly. Write Jira tickets our engineers can act on straight away and follow them through with the client via email or calls.

Build the knowledge base. Turn recurring issues into clear guides for clients and colleagues.

Feed the product. Share patterns from support with our product teams so the biggest pain points get fixed.

Meet our service levels. Hit the first-response, resolution and CSAT targets set for the support team, and make sure every ticket is resolved or escalated within the timeframe for its priority.

Confirm fixes before closing. Check that a fix works in production before you tell the client it’s resolved. No ticket gets closed on an assumption.

Keep clients informed. Update clients on ticket status, timelines and outcomes before they have to ask.

Log everything. Record root cause, actions taken and next steps on the ticket in HubSpot and Jira. If it isn’t logged, it didn’t happen.

Able to work in European timezone

Client contact:

Most support happens through our help desk and email. You’ll also join client calls when an issue is easier to solve live, or when there’s an update to walk a client through. You’ll work closely with the Customer Success team on client updates and join daily stand‑ups to stay aligned on open issues, priorities and account context.

What you will bring

Must-haves

2-4 years of experience in technical or application support for a B2B software product.

Hands‑on experience with Jira or a similar ticketing tool.

Practical REST API troubleshooting: HTTP status codes, JSON and authentication errors.

Bug reports that an engineer can act on without a follow‑up conversation.

Clear written communication, including explaining technical issues in plain terms.

Comfort working hours that overlap with clients in Europe and Asia.

Basic SQL.

API testing tools such as Postman.

Experience with HubSpot or a similar help desk platform.

Exposure to supply chain, traceability or compliance software.

A track record of working to support KPIs such as first‑response time, resolution time and CSAT.

A warm, confident writer. You communicate warmly and confidently, whether on a call or over email. You build rapport with clients quickly, and people enjoy working with you.

At ease in a remote, distributed team. You stay aligned and build trust across time zones and cultures without sharing an office.

You do not need any background in agriculture or regulation. We will teach you the domain.