Technical Support Specialist (SaaS) | Hybrid (2x Onsite every week | Night Shift

Outsourcey; Taguig; Hybrid; PHP 420,000 - 650,000; Full time

Benefits offered by this job

Hybrid on-site 2 days/week

18 PTO days/year

Premium HMO + 1 dependent

Company laptop

Job summary

Evention, a Chicago-based SaaS company expanding its APAC footprint, seeks a Junior Client Success Representative for Tier 1/2 support. You will handle data integration issues, diagnose API payloads, and coordinate with engineering on escalations while maintaining professional client communications.

This role is part of a hybrid, US-night-shift team at our new BGC hub in Manila. Key responsibilities include troubleshooting data syncs, analyzing JSON/CSV payloads, and exporting clear reproduction

Qualifications

• Experience in a B2B SaaS operations, technical support, or application support role.
• Hands-on troubleshooting of data sync issues or API integrations.
• Familiarity with reading/diagnosing JSON and CSV payloads.
• Basic SQL for data validation and discrepancy checks.
• Experience with bug tracking/ticketing systems like Azure DevOps, Jira, Zendesk, or ServiceNow.
• Excellent written and verbal English communication, able to de-escalate complex issues.

Responsibilities

• Serve as Tier 1/2 technical escalation for enterprise clients with data sync issues or bugs.
• Troubleshoot API integration issues by analyzing logs and data payloads.
• Write basic SQL queries to check data integrity.
• Replicate bugs with clear reproduction steps in Azure DevOps/Jira.
• Provide status updates and workarounds to clients; escalate to Tier 3 when needed.
• Collaborate with Senior CS reps and engineering to improve knowledge bases.

Skills

B2B SaaS

Technical support

API troubleshooting

SQL basics

JSON/CSV payloads

Bug tracking tools

English communication

Tools

Azure DevOps

Jira

Zendesk

ServiceNow

Job description

Job Title: Junior Client Success Representative (SaaS / Technical Support Tier 1/2)

Shift: US Night Shift (09:30 PM – 06:30 AM PHT)

Industry: Software Development / Financial Services

The Account is a highly successful, Chicago-based SaaS company with a 26-year track record of building automated accounting and financial reconciliation software. They build industry-leading solutions for the hospitality, retail, and casino sectors, automating complex gratuity, payroll calculations, and credit card reconciliations. It is is officially expanding its global footprint by launching its first Support Hub in BGC, Taguig.

About the Role:

We are seeking a highly analytical Junior Client Success Representative (Tier 1/2) to join our foundational APAC team. In this role, you will serve as the primary support line for complex financial data integrations, connecting Evention’s software to external POS and ERP systems. You will investigate data sync failures, analyze API payloads, and replicate software bugs before escalating highly complex edge cases to the Senior Tier 2/3 team.

Key Responsibilities:

• Serve as the Tier 1/2 technical escalation point for B2B enterprise clients experiencing data sync failures or software bugs.
• Troubleshoot API integration issues by analyzing system logs, webhooks, and data payloads (JSON, CSV, XML).
• Write basic SQL queries to check database discrepancies and verify source-to-target data integrity.
• Rigorously replicate reported software bugs and document them with step-by-step reproduction instructions in Azure DevOps/Jira.
• Provide clear, professional updates to clients regarding incident status, workarounds, and resolution timelines.
• Collaborate closely with Senior Client Success Representatives and engineering teams to elevate complex Tier 3 issues and improve internal knowledge bases.

Qualifications:

• Proven experience in a B2B SaaS operations, technical support, or application support role.
• Hands-on experience troubleshooting data sync issues, API integrations, or webhooks.
• Familiarity with reading and diagnosing data payloads (specifically JSON and CSV).
• Basic proficiency in SQL for database investigation and data validation.
• Experience utilizing modern bug tracking and ticketing systems (e.g., Azure DevOps, Jira, Zendesk, ServiceNow).
• Excellent written and verbal English communication skills, with the ability to de-escalate complex technical situations with enterprise clients.
• Willingness to work a permanent US night shift (09:30 PM – 06:30 AM).
• Hybrid Setup: 2 days on-site (Tuesdays & Thursdays) at our brand-new office on the 18th floor of the Two Neo Building, BGC.
• Competitive Compensation: Comprehensive base pay plus night differential and non-taxable allowances.
• Paid Time Off: 18 total PTO days annually (10 Vacation Leaves, 8 Sick Leaves).
• Healthcare: Premium HMO coverage (iCare) provided on your first week, plus 1 free dependent.
• Equipment: Fully provided company laptop and a dedicated workstation at the BGC office.