Tier 2 Technical Support

Cloudstaff; Mandaluyong; On-site; PHP 334,800 - 502,200; Full time

Benefits offered by this job

Comprehensive health and life insurance

Flexible leave credits

Quarterly perks boxes

Mid-Year Parties

Unlimited cash incentives for referrals

Mental Wellness Employee Assistance

In-house psychiatrist

Employee Share Units program

Cloudstaff Dream Points program

Job summary

A fast-growing technology company in Mandaluyong is seeking a Tier 2 Technical Support Specialist to troubleshoot escalated tickets, provide customer support, and assist in product training. Candidates should have at least 2 years of relevant experience, particularly in Billing/Payment systems. The role is office-based with a morning shift, and offers comprehensive health benefits, flexible leave, and opportunities for career advancement.

Qualifications

• 2+ years of experience in Tier 2 or Tier 3 support.
• Ability to investigate and resolve escalated issues.
• Demonstrated ability to coach or mentor others.

Responsibilities

• Provide excellent customer experience on escalated cases.
• Educate agents on product behavior and workflow.
• Determine severity level of platform incidents.

Skills

Technical proficiency in Internet & Domains

Experience with Billing/Payment support

Strong judgement skills

Ability to diagnose issues using diagnostic tools

Understanding of APIs

Coaching or mentoring skills

Strong communication skills

Tools

JIRA

BrowserStack

Chrome Developer Tools

Google Cloud Logs

Stripe

PayPal

Job description

We’re Hiring: Tier 2 Technical Support!

We are currently looking for a Tier 2 Technical Support Specialist to join our team in the Philippines – Ortigas.

Work Arrangement: Work from Office. Schedule: Morning Shift.

As a Tier 2 Technical Support Specialist, you will work alongside the Client’s Product Support Team, primarily responsible for troubleshooting escalated tickets from Billing, Accounts, Domains, and Email topics, with supplementary support for other escalation topics. You will report bugs, raise and manage high‑severity incidents. This role will operate from 7 am - 4 pm initially, on a shift basis 5 days per week.

Responsibilities

• Provide an excellent customer experience on escalated cases, consistently meeting productivity targets.
• Educate agents on product behavior, process and workflow.
• Stay current and well‑informed about Product and Policy.
• In the event of a platform incident, represent our department by determining severity level and communicating with relevant stakeholders until resolution.
• Help with product training, process improvements and department projects as required.
• Report issue defects in JIRA and assign appropriate severity to enable engineering triage.
• Provide support for Team Leads and Managers on sensitive cases which require soft skills, advanced tool access and product knowledge.

Qualifications

• Demonstrated technical proficiency in Internet & Domains infrastructure, specifically the ability to investigate and resolve escalated issues regarding domain registration life‑cycles, DNS propagation, and record configuration using various Registrar tools (CentralNic, OpenSRS, or any similar tools).
• At least 2 years of experience with Account, Billing/Payment support escalations at Tier 2 or Tier 3 Level, ideally utilising tools such as Stripe and PayPal.
• Strong judgement skills and adherence to policies related to billing and account safety.
• Demonstrated ability to quickly diagnose the root cause of an issue, utilising advanced diagnostic tools such as BrowserStack/Lambdatest, Chrome Developer Tools, Google Cloud Logs.
• Working understanding of APIs and related diagnostic consoles e.g. Swagger.
• Coaching or mentoring others in advanced technical topics.
• Continuous improvement mindset as demonstrated through self‑led initiatives.
• Strong communication skills in responding to customers, and ability to provide clear and objective feedback to Team Leads and Agents.

Perks & Benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment.
• Flexible leave credits which may be used for vacation, emergency and sick leaves.
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled.
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement.
• Annual Performance Review with Salary Increase.
• We set you up for success with a company‑provided PC/Laptop and fiber internet connection.
• Tech‑on‑wheels Support.
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues.
• International career growth and connections.
• Unlimited cash incentives for hired referrals.
• Mental Wellness Employee Assistance program through Lifeworks.
• In‑house psychiatrist available to support employees’ well‑being.
• Become part of the Employee Share Units program.
• Cloudstaff Dream Points – to be used for bidding useful items like appliances, kitchenettes etc.