Technical Support Engineer

Full Scale; Philippines; Remote; PHP 540,000 - 900,000; Full time

Benefits offered by this job

Health coverage from Day 1

Remote work from anywhere in the PH

Day 1 benefits

Job summary

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

The role emphasizes customer-centric service, strong communication, and the ability to thrive in a fast-paced environment while maintaining SLAs and contributing to knowledge resources.

Qualifications

• This role requires strong interpersonal skills and a proactive, customer-first mindset.
• Excellent written and verbal communication abilities are essential.
• Ability to work in a fast-paced, high-volume support environment.
• Degree in relevant technologies or comparable experience is preferred.

Responsibilities

• Provide technical support and service to customers using the payment platform.
• Investigate, troubleshoot, and resolve payment issues including transactions, refunds, chargebacks, and billing discrepancies.
• Document all findings clearly and maintain detailed records in ticketing software.
• Collaborate with Engineering, Product, and Operations to resolve issues and improve processes.
• Escalate complex issues with thorough documentation for faster resolution.
• Contribute to internal knowledge base and customer-facing docs.

Skills

Strong interpersonal skills

Excellent written & verbal comms

Customer-centric mindset

Time management

Proactive/self-starting

Troubleshooting

Payment platform knowledge

Education

Degree in relevant technologies

Tools

Ticketing software

Job description

Anywhere in the Philippines, Philippines

• State/Province Anywhere in the Philippines
• Country Philippines

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 escape trends to product and engineering teams 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.
  
• 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.
  

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