Tier 2 Technical Support Specialist

Emapta Global; Mandaluyong; On-site; PHP 469,000 - 692,000; Full time

Benefits offered by this job

HMO coverage with free dependent upon

Night differential pay

Office gym access 24/7 (Ortigas & Mak

Annual leaves and wellness benefits

Salary advance program

Career development through Emapta-ac

Job summary

Emapta Global is seeking a Tier 2 Technical Support Specialist to resolve complex SaaS, software, and database issues for manufacturers and distributors worldwide. You will enhance your technical judgment and troubleshooting while contributing to a long-term global technology career with Emapta's top talent.

Join a team delivering high-quality service across CRM platforms, applying AI-enabled tools responsibly, and collaborating with product and operations to prevent recurrence.

Qualifications

• 2 to 4 years of relevant experience in a SaaS, technology, manufacturing, distribution, or related environment.
• Strong communication, organizational, and problem-solving skills.
• Demonstrated ability to use AI-enabled tools responsibly, validate outputs, and protect confidential information.

Responsibilities

• Deliver efficient, high-quality service in customer-facing interactions to strengthen client relationships and satisfaction.
• Apply software and database expertise to diagnose and resolve customer issues effectively.
• Build and maintain customer relationships through professional and responsive communication.
• Manage customer interactions using CRM platforms such as Salesforce, Zendesk, or Zoho.
• Translate requirements into reliable technical solutions to improve quality, performance, and maintainability.
• Apply engineering standards, peer reviews, testing, and documentation to deliver secure, observable, and operationally ready solutions.
• Partner with product, customer, and operations teams to resolve complex issues and prevent recurrence.
• Use AI-assisted tools responsibly to accelerate analysis, development, testing, and documentation while validating accuracy.
• Maintain clear documentation and ownership to support efficient workflows.
• Measure outcomes and identify improvement opportunities.

Skills

Communication

Problem Solving

AI Fluency

Tools

Salesforce

Zendesk

Zoho

Job description

Solve Complex Software Issues Behind Global Industrial Operations

Take your technical support expertise deeper into the software powering manufacturers and distributors worldwide. Join Emapta as a Tier 2 Technical Support Specialist, resolving complex SaaS, software, and database issues that protect customer productivity and system reliability. Expand your technical judgment, AI fluency, and troubleshooting expertise while building a long-term global technology career alongside Emapta's top 1% talent.

Your Next Level in Global SaaS Support

• Employment Type: Full-time
• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Required Qualifications

• 2 to 4 years of relevant experience in a comparable role within a SaaS, technology, manufacturing, distribution, or related environment
• Strong communication, organizational, and problem‑solving skills
• Demonstrated ability to use AI‑enabled tools responsibly, validate outputs, and protect confidential information

Preferred Qualifications

• Experience supporting software for manufacturing or distribution operations
• Experience working in a high‑growth, cross‑functional environment

Core Competencies

• Technical Judgment: Ability to apply sound technical judgment to diagnose issues and improve system reliability
• Systems Thinking: Ability to assess architecture, dependencies, and operational impact before taking action
• Disciplined Execution: Ability to prioritize effectively, follow through consistently, and maintain high quality standards
• Communication: Ability to communicate context, decisions, and risks clearly to relevant stakeholders
• AI Fluency: Ability to use AI tools responsibly, validate outputs, protect confidential information, and apply human judgment

Your Daily Tasks

• Deliver efficient, high‑quality service in customer‑facing interactions to strengthen client relationships and satisfaction
• Apply software and database expertise to diagnose and resolve customer issues effectively
• Build and maintain customer relationships through professional and responsive communication
• Manage customer interactions and relationships using CRM platforms such as Salesforce, Zendesk, or Zoho
• Translate customer and operational requirements into reliable technical solutions that improve quality, performance, and maintainability
• Apply engineering standards, peer reviews, testing, and documentation to deliver secure, observable, and operationally ready solutions
• Partner with product, customer, and operations teams to resolve complex issues and prevent recurrence
• Use AI‑assisted tools responsibly to accelerate analysis, development, testing, and documentation while validating accuracy, security, and business context
• Maintain clear documentation, handoffs, and ownership to support efficient workflows and issue resolution
• Measure outcomes, identify improvement opportunities, and act on operational insights

About the Client

Our client is a global industrial software company delivering purpose‑built technology for specialty manufacturers and distributors. They provide integrated ERP, MES, quality management, supply chain, commerce, CRM, and operational solutions that connect critical business processes and data. Trusted by 7,000+ customers worldwide, they combine industry‑specific expertise, automation, real‑time visibility, and embedded AI to help businesses streamline production, optimize inventory, strengthen quality control, improve customer experiences, increase profitability, and make smarter decisions across complex manufacturing and distribution operations.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact.

Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well‑being.