Technical Support Specialist

Otter; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Otter in Makati City is seeking a Technical Support Specialist to help customers achieve their goals through our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able to resolve needs via calls, chat, WhatsApp, SMS or email.

You will respond to tickets, troubleshoot issues, and collaborate with product and engineering to escalate bugs and feature requests. You will also train customers and serve as a key interface with clients, maintaining a

Qualifications

• 3–5 years of professional technical support experience.
• Experience with POS systems, third‑party integrations, and Tier 2/3 escalations.
• Proficiency with Zendesk, Jira, Salesforce, Slack.
• Proven ability to diagnose and resolve complex issues across omnichannel support.
• Excellent communication skills rooted in empathy and a customer‑first mindset.
• Willingness to work onsite and support 24/7 operations.

Responsibilities

• Respond to and resolve support tickets from customers in a timely and professional manner via Calls, Chat, WhatsApp, SMS or Email.
• Troubleshoot technical issues - Zendesk - Tier 2 escalations.
• Collaborate with cross‑functional teams to identify and elevate high‑priority issues to ensure timely resolution and customer satisfaction.
• For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices.
• Train customers on tools, acting as a key interface with customers via phone, chat, SMS and email support in a professional and efficient manner.
• Serve as the link of communication between key customers and internal teams and work with our Product and Engineering teams to escalatie bugs and feature requests.

Skills

Technical support experience

Strong communication

Empathy

Ability to work under pressure

Customer-first mindset

Tools

Zendesk

Jira

Salesforce

Slack

Job description

Who We Are

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that’s why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil‑A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

Job Overview

We’re looking to hire a Technical Support Specialist who will play a key role in helping our customers achieve their goals through our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able to understand and resolve customer needs in a timely manner via Calls, Chat, WhatsApp, SMS or Email.

What You’ll Do

• Respond to and resolve support tickets from customers in a timely and professional manner through our ticketing system.
• Troubleshoot technical issues - Zendesk - Tier 2 escalations.
• Collaborate with cross‑functional teams to identify and elevate high‑priority issues to ensure timely resolution and customer satisfaction.
• For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices.
• Train customers on tools, acting as a key interface with customers via phone, chat, SMS and email support in a professional and efficient manner.
• Serve as the link of communication between key customers and internal teams and work with our Product and Engineering teams to escalatie bugs and feature requests.

What We’re Looking For

• 3–5 years of professional technical support experience, with a strong preference for POS systems, third‑party integrations, and Tier 2/3 escalation management.
• Proficiency with modern support and collaboration tools (e.g., Zendesk, Jira, Salesforce, Slack).
• Proven track record of diagnosing and resolving complex product and process issues across omnichannel support platforms.
• Exceptional communication skills rooted in empathy and emotional intelligence, with a customer‑first mindset.
• Ability to thrive in a fast‑paced, high‑pressure environment, maintain focus under pressure, and actively apply constructive feedback.
• Willingness to work fully onsite and commit to a shifting schedule to support 24/7 operations.

Why join us

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn‑$1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What Else You Need To Know

This role is based in our Makati City office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office‑based teams work onsite, five days a week.

Ready to join us as we serve those who serve others?