Technical Support Rep L3 SaaS API HTML CSS And Javascript

Ninja Partners; Quezon City; Presencial; PHP 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

HMO on day 1

Retirement Savings Program

Life Insurance

Paid time off

Birthday leave

Bonus and incentive plans

Skills training and development

Employee Referral Program

Beautiful office space

Free lunch provided daily

Descripción de la vacante

SupportNinja is seeking a Technical Support Specialist to join our team onsite at the Sanctum, SM - North EDSA, QC. You will collaborate with Customer Success, Product and R&D to resolve complex issues and ensure successful events for enterprise clients.

The role requires handling live support, troubleshooting integrations, and guiding semi-technical customers while juggling multiple priorities with urgency. A flexible schedule and strong communication are essential to deliver consistent value.

Formación

• 4-5 years in a B2B SaaS customer support role with progression.
• Experience troubleshooting APIs and web design issues.
• Strong HTML, CSS and JavaScript skills, not coding daily.
• Familiar with dev tools (Chrome/Safari/Firefox) and logs.
• Experience with Zendesk, Salesforce Service Cloud and Jira.
• Able to manage multiple priorities with urgency.
• Proven performance under high-pressure, live-event contexts.
• Ability to explain technical concepts to semi-technical customers.

Responsabilidades

• Handle complex technical issues/escalations via Zoom, email, chat and phone.
• Own advanced cases end-to-end: diagnose, resolve, and update clearly.
• Troubleshoot integrations (HubSpot, Marketo, Salesforce, Pardot, Tray).
• Manage a queue of enterprise web design requests.
• Provide day-of-event support and route issues to appropriate teams.
• Collaborate with Product, Engineering and Customer Success to meet goals.

Conocimientos

Customer support

B2B SaaS

API troubleshooting

HTML CSS JavaScript

Cross-functional collaboration

Time management

Herramientas

Zendesk

Salesforce Service Cloud

Jira

Descripción del empleo

Job Description

Work Setup: Onsite at the Sanctum, SM - North EDSA, QC

Start Date: ASAP

Schedule: 9AM - 6PM EST

We are looking for a Technical Support Specialist to join the team! As a Technical Support Specialist, you’ll work with Customer Success, Product, and R&D teams worldwide to drive event success for our customers. You’ll make customers happy, solve complex problems, and be the force of good to increase the value delivers to their organization.

This role will require a flexible schedule in order to best support our customers, some days you will need to work from 9-6, others might require 12-9. So we are looking for someone who is a self-starter and is comfortable working independently and with flexible hours!

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

• Handling complex technical issues/escalations over Zoom, email, chat, and phone
• Owning advanced technical cases end to end: validating the issue, diagnosing root cause, resolving when possible, and sending back clear, structured updates.
• Troubleshooting and advising on key integrations (HubSpot, Marketo, Salesforce, Pardot, Tray, etc)
• Managing a queue of web design requests from our enterprise customers.
• Providing day-of-event support to enterprise customers, making fast, confident decisions on what can be solved directly by the team vs. what should route to R&D or other internal teams
• Working cross functionally with our Product, Engineering, and Customer Success teams to achieve clients’ desired end goals.

What are the required qualifications for a Technical Support Representative?

• 4-5 years experience in a successful customer support role in a B2B SaaS company with clear progression of roles & responsibilities.
• Technical background: you have experience troubleshooting APIs, complex, and web design issues.
• You may not code every day, but you’re well-versed in HTML, CSS and Javascript.
• Familiarity with Chrome, Safari, or Firefox web developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software.
• Familiarity with Zendesk, Salesforce Service Cloud, & Jira.
• Ability to manage multiple competing priorities with a sense of urgency.
• Proven ability to work in high-pressure, time-sensitive environments (live chat, day-of-event scenarios) while managing multiple competing priorities with a strong sense of urgency.
• Comfort explaining technical concepts (DNS, integrations, tracking, APIs) to semi-technical customers in clear, accessible language.

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

Disclaimer

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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