Technical Support Engineer | Seasonal | Remote

SupportNinja; Metro Manila; Remote; PHP 1,395,000 - 2,093,000; Part time

Job summary

SupportNinja is seeking a Technical Support Engineer for a remote seasonal contract (Oct 12 to Dec 31, 2026). The role focuses on ticket triage, integration handling, and break/fix across Salesforce, MuleSoft, and numerous SaaS platforms while maintaining knowledge bases and SOPs.

Strong written communication and problem-solving are essential. You will collaborate with engineers and analysts, leveraging SQL/Snowflake basics and AI tools to streamline triage and resolution.

Qualifications

• 1-2+ years experience in a technical support, service desk, operations, or coordination role.
• Familiarity with integration concepts (e.g., OAuth, connected apps, permissions) or willingness to learn them.
• Prior experience in a help desk, service desk, or ticket-triage function.
• Bachelor’s degree or equivalent experience.
• Proficiency in Jira and Confluence.
• Proficiency in Microsoft 365.
• Familiarity with Salesforce (end user experience acceptable).
• Foundational troubleshooting across integrations (Salesforce, MuleSoft, SaaS platforms).
• Foundational exposure to SQL and Snowflake databases.

Responsibilities

• Triage and intake for engineering and integration requests; review, categorize, and route tickets.
• Handle integration requests across new/integration access/change/break-fix; confirm scope with customers.
• Own break/fix tickets end-to-end; coordinate with engineers for deeper investigation.
• Document findings and resolutions as knowledge articles for faster future handling.
• Support AI-enabled workflows; review and refine AI outputs in triage and documentation.
• Communicate with customers through ticketing system; manage expectations and SLAs.

Skills

Ticket triage

Cross-team troubleshooting

Customer communication

Analytical mindset

Documentation

Education

Bachelor’s degree in Information Systems, Business, or related field

Tools

Jira

Confluence

Microsoft 365

Salesforce

Snowflake

SQL basics

Job description

Work Setup:Remote

Contract: Seasonal | Oct. 12 (or earlier) to Dec. 31, 2026

Schedule:8:00 am to 5 pm EST | M - F

Equipment:BYOD

What does a day in the life of a Technical Support Engineer look like?

Ticket Triage & Intake

• Serve as the first point of contact for incoming Engineering & Integration requests, including Engineering Service Requests and integration tickets; review, categorize, and triage independently.

• Confirm what a requester actually needs versus what they initially ask for, gathering the detail and required fields needed before a request is routed onward.

• Route tickets to the correct owner and approval path, and elevate appropriately when a request is out of scope or higher-risk.

• Prioritize a live queue against documented SLAs; identify and flag at-risk tickets early.

Integration Request Handling

• Work integration tickets across the three request types: new integration requests, integration access changes, and integration break/fix.

• Confirm scope with the customer (what they want to integrate or change about an existing integration, or what is broken) and capture the required intake information.

• Follow the defined approval workflow, ensuring the necessary reviews are completed before any change proceeds.

• Follow up with customers through the ticketing system, keeping them informed and closing the loop.

Integration Troubleshooting & Break/Fix

• Troubleshoot integration issues across Salesforce, MuleSoft, many SaaS platforms, and custom integrations, reproducing problems and isolating root cause.

• Own break/fix integration tickets end to end, from first report through resolution, coordinating with engineers where deeper investigation or a code change is required.

• Document findings and resolutions as knowledge articles so recurring issues can be resolved faster and more consistently over time.

• Problem Management & Continuous Improvement

• Look across tickets for recurring problems and patterns rather than treating each in isolation, and surface the underlying causes.

• Partner with engineers to drive persistent issues to a permanent upstream fix, reducing repeat tickets and overall queue volume over time.

• Identify manual or repetitive steps that are good candidates for automation, and propose improvements to intake, triage, and support processes.

Knowledge, Documentation & Reporting

• Own and curate the knowledge base, runbooks, and SOPs that both the team and our AI tooling rely on, keeping them accurate and current.

• Produce clear, consistent documentation and notes in Jira and Confluence, and follow written instructions and SOPs accurately.

• Build and run queries and reports using SQL and Snowflake databases (or similar) to support triage, reporting, and problem analysis.

AI Enablement & Support Automation

• Help build, tune, and maintain the AI-assisted automation that supports intake and triage, including the knowledge and prompts it relies on.

• Review the output of AI tooling, correct it where it is wrong, and handle the exceptions and edge cases it cannot resolve.

• Use AI chat tools (Claude, ChatGPT, Copilot, and similar) as a routine part of triage, documentation, research, and communication, and bring practical ideas for extending them into the team.

Customer Communication & Stakeholder Management

• Work with internal customers to understand what they actually need versus what they first ask for, clarifying and negotiating scope so requests are well-formed and realistic.

• Communicate professionally through the ticketing system: acknowledge requests, ask the right clarifying questions, follow up, and confirm resolution.

• Manage expectations across requesters and stakeholders, giving clear status and proactively flagging when documented SLAs are at risk.

• Approach every interaction with a customer-service mindset.

Judgment & Collaboration

• Work independently and take ownership of the queue, while knowing when to ask for help or elevate.

• Stay effective when working with ambiguity or partial information, gathering what is missing rather than stalling.

• Collaborate with engineers, analysts, and stakeholders across the team and adjacent functions.

What are the required qualifications for a Technical Support Engineer?

• 1- 2+ years experience in a technical support, service desk, operations, or coordination role, ideally including exposure to ticketing systems and cross-team troubleshooting.

• Basic familiarity with integration and access concepts (e.g., OAuth, connected apps, permissions, least-privilege), or a clear willingness to learn them.

• Prior experience in a help desk, service desk, or ticket-triage function.

• Bachelor’s degree in Information Systems, Business, or a related field but equivalent experience considered in place of a degree.

• Proficiency in Jira and Confluence.

• Proficiency in Microsoft 365.

• Familiarity with Salesforce (end user experience is acceptable)

• Foundational troubleshooting ability across integrations (Salesforce, MuleSoft, many SaaS platforms, and custom integrations or any similar tool), or a demonstrated aptitude to learn them quickly.

• Familiarity with SQL and Snowflake databases (or similar). Foundational exposure is sufficient at hire; you will use and deepen these skills in the role.

• Demonstrated comfort using AI tools (Claude, ChatGPT, Copilot, or similar) in day-to-day work, and an interest in helping build and improve AI-assisted workflows.

• Analytical mindset with the ability to spot recurring patterns and think about root cause, not just the ticket in front of you.

• Strong attention to detail and a habit of clear, consistent documentation and note-taking.

• Exposure to service management practices and SLA-driven support.

• Ability to follow SOPs and instructions accurately.

• Ability to review and triage tickets independently.

• Ability to think independently and the judgment to know when to ask for help.

• Comfort working with ambiguity and incomplete information.

• Ability to communicate with customers through a ticketing system, follow up reliably, and meet documented SLAs.

• Outstanding written communication skills and a customer-service orientation.

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