Technical Support Rep L3 (SaaS, API, HTML, CSS and Javascript)

SupportNinja; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive compensation

Retirement Savings Program

Life Insurance

Paid time off

Bonus and incentive plans

Skills training and development

Employee Referral Program

Beautiful office space

Free lunch daily

Job summary

SupportNinja is seeking a Technical Support Specialist for onsite work at Sanctum, SM - North EDSA, QC, with ASAP start. The role involves collaborating with Customer Success, Product, and R&D teams globally to resolve complex issues and ensure event success for customers.

You will handle escalations across Zoom, email, chat, and phone, and guide enterprise clients through integrations. Flexibility is key: some days you may work 9-6 EST, others 12-9, and the candidate should be a self-starter

Qualifications

• 4-5 years experience in a successful customer support role in a B2B SaaS company.
• Experience troubleshooting APIs, complex web design issues.
• Familiarity with Chrome, Safari, or Firefox dev tools, APIs and error logs.

Responsibilities

• Handle complex technical issues/escalations via Zoom, email, chat, and phone.
• Own advanced technical cases end to end: diagnose, resolve, and provide clear updates.

Skills

Customer support (B2B SaaS)

API troubleshooting

Web dev tools

Zendesk

Salesforce Service Cloud

Jira

Time management

Communication

Tools

Zendesk

Salesforce Service Cloud

Jira

Job description

Full Time Salary Quezon City, Quezon City, NCR, PH

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.
• 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
• 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?

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.