Technical Support Engineer

Full Scale; Cebu City; Remote; PHP 335,000 - 670,000; Full time

Benefits offered by this job

Remote-friendly work

Health benefits from Day 1

Philippines-wide remote

Job summary

Full Scale, a fully remote-first tech company in the Philippines, is seeking a Technical Support Engineer to deliver high-quality technical support for a payment processing platform. You will troubleshoot payment transactions, document findings, and collaborate with Engineering, Product, and Operations to drive long-term improvements.

Ideal candidates have strong communication, a customer-centric mindset, and hands-on experience with HTML/CSS/JavaScript.

Qualifications

• Strong interpersonal and communication abilities.
• Experience with HTML, CSS and JavaScript.
• Customer-centric approach with proactive work style.
• Ability to manage time and priorities in a fast-paced environment.

Responsibilities

• Provide high-quality technical support for the payment platform.
• Troubleshoot and resolve payment-related issues with clear documentation.
• Maintain records of interactions and resolutions using ticketing software.
• Collaborate with Engineering, Product, and Operations to improve support processes.
• Create and maintain internal knowledge base and troubleshooting guides.
• Meet or exceed SLA targets and contribute to customer satisfaction.

Skills

Interpersonal skills

Communication

HTML/CSS/JavaScript

Time management

Problem solving

Remote work mindset

Education

Degree in relevant technologies

Job description

Job Description:

This is a remote position.

Join one of the Philippines’ fastest-growing tech companies. Open to Philippine-based candidates only.

About Us: Full Scale is a fully remote-first company that helps businesses build dedicated teams of skilled software engineers. We make finding and retaining experienced software talent easy and affordable.

About the Role: The Technical Support Engineer is responsible for providing high-quality technical support and customer service for a payment processing platform, ensuring smooth and reliable transaction experiences for customers and merchants. The ideal candidate combines strong technical troubleshooting skills with a customer-first mindset and the ability to work in a fast-paced, high-volume support environment.

Key Responsibilities

• Provide exceptional technical support and service directly to customers using the payment processing platform.
• Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring clear and thorough documentation of all findings.
• Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software.
• Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction.
• Escalate unresolved or complex payment-related issues to appropriate internal teams with complete and well-structured technical documentation.
• Identify recurring payment system issues and esc... team to support long-term fixes and system improvements.
• Collaborate closely with internal departments such as Engineering, Product, and Operations to ensure seamless customer support and issue resolution.
• Demonstrate deep knowledge of the payment processing platform, including transaction flows, APIs, and system behavior.
• Act as a subject matter expert in payment support, contributing to internal knowledge base articles, troubleshooting guides, and customer-facing documentation.
• Consistently meet or exceed defined service level agreements (SLAs), including response and resolution time targets.
• Identify and implement opportunities to improve support efficiency, workflow optimization, and overall customer experience.
• Mentor and support new team members by providing guidance on payment troubleshooting, support processes, and product knowledge

Requirements

• Strong interpersonal skills and a proactive, self-starting attitude.
• Excellent written and verbal communication abilities.
• Experience with technical skills including HTML, CSS, and JavaScript.
• Customer-centric approach with a focus on anticipating needs and concerns.
• Effective time management and prioritization of tasks and deadlines.
• Commitment to continuous improvement through training and personal development.
• Degree in relevant technologies (Preferred) or comparable experience
• Ability to thrive in ambiguous situations.

Benefits

Why Join Us

• Fully remote – work from anywhere in the Philippines
• Collaborative, high-performing engineering and support culture
• Benefits provided from Day 1, including health and statutory coverage