Technical Support Engineer - Remote

SupportLabs; Philippines; Remote; PHP 600,000 - 1,000,000; Full time

Job summary

SupportLabs is seeking a Technical Support Engineer for a fully remote role open to candidates in the Philippines, South Africa, and Eastern Europe. The role focuses on troubleshooting, debugging, and collaboration with engineering teams to resolve customer issues.

You will provide customer support via email, chat, and video calls, and use basic coding and APIs to aid troubleshooting. Strong English communication and a CS/engineering background are required.

Qualifications

• Excellent written and verbal English communication in a professional setting.
• 2+ years in Technical Support, Application Support, Software Development, QA, or related field.
• Background in Computer Science, Software Engineering, IT, or related technical field.
• Basic coding or scripting experience (JavaScript, Python, or similar).
• Familiarity with debugging, APIs, and Agile workflows.
• Experience with ticketing systems like Zendesk, Freshdesk, or similar.

Responsibilities

• Provide technical support to customers through email, chat, and video calls.
• Troubleshoot and investigate issues using logs, screenshots, and error messages.
• Identify and document potential bugs with clear reproduction steps.
• Collaborate with development and engineering teams to resolve issues.
• Use basic coding, APIs, and tools to support troubleshooting and testing.
• Document common issues and solutions to improve the knowledge base.
• Identify recurring issues and suggest improvements to support processes.

Skills

English communication

Problem solving

Team collaboration

Analytical thinking

Education

CS/Engineering background

Tools

Postman

Zendesk

Freshdesk

Job description

This is a fully remote position open to candidates based in the Philippines, South Africa, and Eastern Europe.

We're looking for a Technical Support Engineer to join our team in a customer-facing technical role that combines troubleshooting, technical investigation, and collaboration with engineering and development teams.

This role is a great fit for someone with a technical or engineering background, some coding experience, and a strong problem-solving mindset who enjoys understanding how systems work and helping customers resolve technical issues.

What You'll Do

• Provide technical support to customers through email, chat, and video calls.
• Troubleshoot and investigate technical issues using error messages, logs, screenshots, and other available information.
• Identify and document potential bugs, including clear reproduction steps and relevant technical details.
• Work with development and engineering teams to investigate and resolve technical issues.
• Use basic coding, APIs, and technical tools to support troubleshooting and testing.
• Document common issues, solutions, and workarounds to improve the team's knowledge base.
• Identify recurring issues and opportunities to improve support processes.

What We're Looking For

• Excellent written and verbal English communication skills (C1 minimum).
• 2+ years of experience in Technical Support, Application Support, Software Development, QA, or a related technical role.
• Background in Computer Science, Software Engineering, IT, Engineering, or a related technical field.
• Basic coding or scripting experience, preferably with JavaScript, Python, or a similar language.
• Understanding of debugging, software development processes, and Agile workflows.
• Familiarity with APIs and tools such as Postman.
• Experience with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Strong problem-solving and analytical skills.
• Comfortable working remotely with teams across different time zones.

Nice to Have

• Experience in broadcasting, streaming, or media technology.
• Familiarity with JavaScript frameworks.
• Experience with cloud-based technologies or technical integrations.

Work Schedule

• Monday–Friday, 10:00 PM–7:00 AM CST (UTC−6)