Technical Support Engineer, B2B SaaS & APIs (Remote)

OpsArmy; Manila; On-site; PHP 2,737,000 - 4,562,000; Full time

Job summary

OpsArmy is seeking a Customer Service Representative (Tech) to provide high-quality technical support for a B2B SaaS product in the AI-native accounting and finance space. You will handle L1 and L2 issues, diagnose APIs, integrations, and data discrepancies, and own cases from start to finish.

Join a distributed team working US hours (EST–PST) with potential expansion to 24/7 coverage and international time zones.

Qualifications

• Proven experience supporting B2B SaaS customers.
• Experience providing technical customer support, troubleshooting, or product support.
• Strong technical understanding of APIs, SQL, integrations, debugging workflows, and log file analysis.
• Experience troubleshooting third-party integrations, synchronization issues, and data discrepancies.
• Strong investigative and problem-solving skills with a high level of ownership.

Responsibilities

• Provide technical customer support through Slack, Microsoft Teams, and Email.
• Investigate and resolve multi-step product and technical issues.
• Troubleshoot APIs, integrations, sync issues, and data discrepancies.
• Analyze workflows, logs, and other technical information to identify root causes.
• Support customers through complex troubleshooting while maintaining clear, professional communication.
• Investigate and resolve third-party integration and connectivity issues.
• Escalate complex issues appropriately and coordinate with internal technical and product teams.
• Maintain accurate and detailed support documentation and ticket records.
• Manage a high-volume support queue of approximately 800+ tickets per month.
• Work effectively within an asynchronous, distributed team environment.
• Take ownership of customer issues from initial investigation through resolution.

Skills

APIs

SQL

Troubleshooting

Customer support

Ownership

Communication

Tools

Pylon

Zendesk

Slack

Microsoft Teams

Email

Job description

OpsArmy is seeking a Customer Service Representative (Tech) to provide high-quality technical support for a B2B SaaS product in the AI-native accounting and finance space. You will handle L1 and L2 issues, diagnose APIs, integrations, and data discrepancies, and own cases from start to finish.

Join a distributed team working US hours (EST–PST) with potential expansion to 24/7 coverage and international time zones.