Technical Support Specialist (Philippines)

Arez; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Arez is seeking a technical support specialist for its Manila team, joining a global customer base. You will resolve day-to-day technical queries, investigate issues, and own problems through resolution in a non-development role.

The role emphasizes product understanding, data/log review, and collaboration with UK customers, with shift work from Makati office. Training and onboarding are provided to grow expertise.

Qualifications

• A bachelor’s degree in IT, computer science or a related field or equivalent experience.
• 0–2 years in technical support, service desk, QA or SaaS. Strong graduates are welcome.
• Excellent written and spoken English, as you will work with UK and international customers daily.
• Logical thinking and curiosity. You want to know why something happened.
• A good understanding of how web applications work: roles, permissions, workflows, and data exports.
• Willingness to work shift from our Makati office.

Responsibilities

• Be the first technical point of contact for customer product queries.
• Investigate and reproduce reported issues before escalating.
• Identify likely root causes and offer practical workarounds.
• Review data, exports, permissions and integration behaviour to isolate faults.
• Raise clear issue reports for Engineering, with steps to reproduce, evidence, and expected versus actual results.
• Help customers with onboarding, configuration and training.
• Write and maintain help articles using the product's exact terminology.
• Turn recurring questions into documentation and product improvements.

Skills

English proficiency

Analytical thinking

Web apps knowledge

Education

Bachelor's degree in IT/CS or related

Tools

Browser developer tools

APIs & integrations

Job description

Full-time | On-site, Makati, Manila | UK hours, approx. 2:00pm to 11:00pm PHT
ABOUT US

We build Arez.io, an all-in-one facilities management and security compliance platform used by UK companies to manage jobs, subcontractors, worker compliance and audits in one place. We operate across London, Islamabad and the Philippines. This role sits in our technical support team in Manila.

ABOUT THE ROLE

You will support our global customer base with day-to-day technical queries and troubleshooting. We don't want tickets passed straight to Engineering. We want people who understand the product, investigate properly and own an issue until the customer has an answer. This is a technical role but not a software development role: you will read data and logs, check integrations, use browser developer tools and work out whether a problem is configuration, data or a genuine bug.

WHAT YOU'LL DO

• Be the first technical point of contact for customer product queries.
• Investigate and reproduce reported issues before escalating.
• Identify likely root causes and offer practical workarounds.
• Review data, exports, permissions and integration behaviour to isolate faults.
• Raise clear issue reports for Engineering, with steps to reproduce, evidence, and expected versus actual results.
• Help customers with onboarding, configuration and training.
• Write and maintain help articles using the product's exact terminology.
• Turn recurring questions into documentation and product improvements.

WHAT WE'RE LOOKING FOR

• A bachelor's degree in IT, computer science or a related field [or equivalent experience].
• [0-2] years in technical support, service desk, QA or SaaS. Strong graduates are welcome.
• Excellent written and spoken English, as you will work with UK and international customers daily.
• Logical thinking and curiosity. You want to know why something happened.
• A good understanding of how web applications work: roles, permissions, workflows, and data exports.
• Willingness to work [shift] from our Makati office.
  

PREFERRED

• Familiarity with APIs, integrations or browser developer tools.
• Experience with field service, CAFM or SaaS products.

WHAT WE OFFER

Structured training and real cases from week one, a clear progression path and exposure to UK enterprise customers.