Technical Support Associate Tier 1-2

MicroSourcing; Manila; Remote; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Cash conversion PTO

Group life insurance

Performance bonuses

Competitive rewards

Job summary

MicroSourcing is seeking a Technical Support Associate for a remote role in Metro Manila with shifting hours. You will provide software support via Zendesk, troubleshoot Checkbox no-code platform issues, and collaborate with Product, Engineering, and Customer Success teams to resolve escalations.

The role offers competitive rewards including healthcare coverage on day one and opportunities for career growth within a collaborative environment.

Qualifications

• 3–5+ years of experience providing technical support for software applications or SaaS products to English-speaking customers.
• Proven experience troubleshooting complex software issues and managing multi-stakeholder support cases.
• Strong technical aptitude to diagnose and resolve application-related issues.
• Experience using support ticketing systems such as Zendesk or similar platforms.
• Excellent written and verbal communication skills with strong analytical thinking.

Responsibilities

• Provide technical support to customers through Zendesk and other channels.
• Investigate, troubleshoot, and resolve software issues on the Checkbox no-code platform.
• Build, modify, and optimize customer solutions while recommending best practices.
• Collaborate with Tier 3 Support, Product, Engineering, and Customer Success teams to resolve escalated cases.
• Deliver exceptional white-glove service with timely updates and knowledge base documentation.

Skills

Technical support

Zendesk

English communication

Analytical thinking

SaaS knowledge

Education

Bachelor's degree in IT/CS

Tools

Zendesk platform

Job description

Position

Technical Support Associate

Location

Metro Manila

Work setup & shift

Remote | Shifting

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Technical Support Associate, you will:

• Provide technical support to customers through Zendesk and other support channels.
• Investigate, troubleshoot, and resolve software application issues on the Checkbox no-code platform.
• Build, modify, and optimize customer solutions while recommending platform best practices.
• Collaborate with Tier 3 Support, Product, Engineering, and Customer Success teams to resolve escalated technical cases.
• Deliver exceptional white-glove customer service by providing timely updates and maintaining knowledge base documentation.

What You Need

Non-negotiables

• 3–5+ years of experience providing technical support for software applications or SaaS products to English‑speaking customers.
• Proven experience troubleshooting complex software issues and managing support cases involving multiple stakeholders.
• Strong technical aptitude with the ability to investigate, diagnose, and resolve application‑related issues.
• Experience using support ticketing systems such as Zendesk or similar platforms.
• Excellent written and verbal communication skills, strong analytical thinking, and the ability to explain technical concepts to non‑technical users.

Preferred Skills/expertise

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Previous experience supporting enterprise SaaS platforms or business applications.
• Familiarity with APIs, integrations, JavaScript, or low-code/no-code platforms.
• Experience working closely with Product, Engineering, or Customer Success teams to resolve technical issues.
• Experience creating technical documentation, knowledge base articles, or wiki content.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan—it's our commitment. Our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply.