Technical Support Engineer — B2B SaaS (Remote)

OpsArmy Careers; Philippines; On-site; PHP 2,757,000 - 4,596,000; Full time

Job summary

OpsArmy Careers is seeking a remote Customer Service Representative (Tech) to provide high-quality technical support for a B2B SaaS product in AI-native accounting and finance. You will diagnose complex product and data issues, troubleshoot APIs and integrations, and maintain detailed ticket records.

You will work across Slack, Microsoft Teams, and Email with an emphasis on ownership, clear communication, and working asynchronously within a distributed team environment.

Qualifications

• Experience supporting B2B SaaS customers.
• Technical support, troubleshooting, or product support background.
• Solid understanding of APIs, SQL, integrations, workflows, and logs.
• Experience with third-party integrations and data discrepancies.
• Strong investigative skills and ownership.
• Detail-oriented with multi-issue management.
• Excellent written and verbal English communication.
• Able to explain technical issues clearly to varied audiences.
• Comfortable working asynchronously with distributed teams.
• Experience coordinating with internal teams to resolve issues.
• Familiarity with Slack, Teams, and Email as support channels.
• Experience with Pylon, Zendesk or similar platforms.

Responsibilities

• Provide technical customer support via Slack, Teams, and Email.
• Investigate and resolve complex product and technical issues.
• Troubleshoot APIs, integrations, and data discrepancies.
• Analyze logs and workflows to identify root causes.
• Communicate clearly with customers during complex troubleshooting.
• Coordinate with internal teams to resolve issues.
• Maintain accurate support documentation and tickets.
• Manage a high-volume queue of 800+ tickets per month.
• Work effectively in an asynchronous, distributed team.
• Take ownership from initial investigation to resolution.

Skills

B2B SaaS support

Technical troubleshooting

APIs proficiency

SQL understanding

Integrations

Log analysis

Strong ownership

Excellent communication

Async/distributed teamwork

Ticketing platforms

Slack/Microsoft Teams/Email

Pylon or Zendesk experience

Tools

Pylon

Zendesk

Job description

OpsArmy Careers is seeking a remote Customer Service Representative (Tech) to provide high-quality technical support for a B2B SaaS product in AI-native accounting and finance. You will diagnose complex product and data issues, troubleshoot APIs and integrations, and maintain detailed ticket records.

You will work across Slack, Microsoft Teams, and Email with an emphasis on ownership, clear communication, and working asynchronously within a distributed team environment.