Technical Support Representative - B2B SaaS

SupportNinja; Philippines; Remote; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Health coverage on Day 1

Dependent coverage

Life insurance

Retirement savings with company match

Work-from-home flexibility

Fixed US EST hours

Job summary

SupportNinja is seeking a Technical Support Representative for a 100% remote role based in the Philippines to support a US B2B SaaS platform. You’ll handle Tier 1 issues, guide users through feature configurations, and document all interactions in the CRM while ensuring high customer satisfaction.

Key duties include troubleshooting, ticket triage, and collaboration with Product and Engineering to relay feedback.

Qualifications

• At least 6 months in a dedicated technical support role.
• Direct, hands-on experience supporting B2B SaaS platforms.
• Excellent verbal and written communication with non-technical audiences.
• Foundational to proficient understanding of SaaS platforms and basic troubleshooting.
• Strong problem-solving and multi-tasking to manage multiple tickets.

Responsibilities

• Omnichannel Tier 1 support to B2B customers via live chat and email.
• Guide clients on platform functionality and feature configurations.
• Troubleshoot using knowledge bases and client documentation.
• Triage tickets and escalate complex issues to Tier 2 as needed.
• Document interactions in CRM and follow up post-resolution.
• Collaborate with colleagues on Slack and relay customer feedback.
• Meet or exceed KPIs, performance metrics, and SLAs.

Skills

Proven Experience

B2B SaaS background

Strong communication

Technical aptitude

Multi-tasking

Zendesk

Slack

CRM usage

Tools

Zendesk

Slack

CRM software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Technical Support Representative - B2B SaaS

Service Delivery Philippines - Remote, PH

Ready to elevate your tech career from the comfort of home? SupportNinja is looking for a Technical Support Representative to serve as the frontline expert for an industry-leading US B2B SaaS platform . In this high-impact remote role, you’ll dive into real-time problem-solving, empower clients by guiding them through key feature configurations, and deliver world-class customer support—all while growing with a dynamic global team .

• Work Setup: PH Remote


• Schedule: 9:00 AM–9:00 PM ET, Monday–Friday


• Equipment: Bring-Your-Own-Device (BYOD)

Job Summary

The Technical Support Representative is responsible for providing basic Tier 1 technical support to customers experiencing technical issues with their products or services . Utilizing technical knowledge and internal documentation, you will identify and troubleshoot problems, communicate clear solutions, and ensure high customer satisfaction and loyalty .

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

Omnichannel Technical Support: Deliver Tier 1 technical assistance directly to B2B customers exclusively via live chat and email .

Feature & Content Configuration: Guide clients on platform functionality, including configuring audiences, newsletters, images, and other core product features .

Knowledge-Based Troubleshooting: Resolve \"how-to\" questions and platform usage inquiries using knowledge bases and client documentation .

Ticket Triage & Escalation: Manage support queues on Zendesk, handling routine queries independently while accurately routing complex issues to internal Tier 2 teams .

CRM Logging & Follow-Up: Document all customer interactions and technical details in a CRM system, following up post-resolution to verify customer satisfaction .

Cross-Functional Collaboration: Coordinate with colleagues on Slack and raise recurring customer feedback to internal product and engineering teams .

Performance Excellence: Consistently meet or exceed targeted KPIs, performance metrics, and Service Level Agreements (SLAs) .

What Does a Qualified Candidate Look Like?

Must Haves / Non Negotiable

Proven Experience: At least 6 months of experience in a dedicated technical support role .

Industry Background: Direct, hands-on experience supporting B2B SaaS platforms .

Strong Communication: Excellent verbal and written skills, with the ability to explain technical solutions to a non-technical audience clearly .

Technical Aptitude: Foundational to proficient understanding of SaaS platforms and basic technical troubleshooting .

Multi-Tasking & Critical Thinking: Strong problem-solving skills and the ability to manage multiple support tickets simultaneously in a fast-paced environment .

Nice to Haves / Preferred

Tool Proficiency: Prior experience using Zendesk and Slack in a daily workflow .

System Experience: Hands-on experience documenting customer interactions within a CRM system .

Domain Familiarity: Familiarity with email marketing tools, audience segmentation, or content management settings .

Competitive Compensation

Day 1 Health Coverage: HMO activated starting on your very first day.

Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service.

Financial Protection: Full Life Insurance Coverage and a Retirement Savings Program with company matching

Work-From-Home Flexibility: 100% remote work setup anywhere in the Philippines .

Stable Shift: Fixed Monday through Friday work schedule aligned with US EST business hours .

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.

Attachments (1)

WFH Workstation Requirements-revised 6.25.2025 (1).pdf