Tier 2 Technical Support | Work from Office - Alabang | Morning Shift

Cloudstaff Philippines Inc.; Muntinlupa; On-site; PHP 614,000 - 837,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Leave credits

Vacation leave

Emergency leave

Career advancement

Company laptop

Fiber internet

Weekly perks

VIP lounge

Child friendly

Social clubs

Mental wellness

In-house psychiatrist

Share units

Dream points

Job summary

Cloudstaff Philippines Inc. in Alabang is seeking a Tier 2 Technical Support specialist to resolve escalations across Billing, Domains, and more.

You will work in a morning shift, on-site, and collaborate with Product and Engineering during platform incidents. You will coach agents, handle high-severity cases, and maintain service levels while leveraging tools like Stripe, OpenSRS, Swagger, and DNS platforms.

Qualifications

• 2+ years Tier 2 or Tier 3 support experience.
• Strong expertise in DNS, domains, and registrar tools (CentralNic, OpenSRS).
• Experience handling billing escalations using Stripe or PayPal.
• Proficiency with BrowserStack/Lambdatest, ChromeDevTools, Google Cloud Logs, and diagnostics platforms.
• Working knowledge of APIs and tools like Swagger.
• Strong judgment handling billing, policy, and account safety.

Responsibilities

• Resolve complex escalations across Billing, Accounts, Domains, Email.
• Deliver exceptional customer experience while meeting productivity targets.
• Investigate domain lifecycle, DNS, and registrar-related issues.
• Report defects in JIRA and manage high-severity incidents.
• Collaborate with Product and Engineering during platform incidents.
• Coach agents on product behavior, workflows, and best practices.
• Support Team Leads on sensitive, high-impact cases.

Skills

DNS & domains

Billing escalations

APIs

Swagger

ChromeDevTools

Google Cloud Logs

Tools

CentralNic

OpenSRS

Stripe

PayPal

BrowserStack

Lambdatest

Job description

Role

Tier 2 Technical Support

Job Details

Work Arrangement: Work From Office

Location: Philippines - Alabang

Schedule: Morning Shift

Job description

• Resolve complex escalations across Billing, Accounts, Domains, Email.

• Deliver exceptional customer experience while meeting productivity targets.

• Investigate domain lifecycle, DNS, and registrar-related issues.

• Report defects in JIRA and manage high-severity incidents.

• Collaborate with Product and Engineering during platform incidents.

• Coach agents on product behavior, workflows, and best practices.

• Support Team Leads on sensitive, high-impact cases.

Qualifications and requirements

• 2+ years Tier 2 or Tier 3 support experience.

• Strong expertise in DNS, domains, and registrar tools (CentralNic, OpenSRS).

• Experience handling billing escalations using Stripe or PayPal.

• Proficiency with BrowserStack/Lambdatest, ChromeDevTools, Google Cloud Logs, and diagnostics platforms.

• Working knowledge of APIs and tools like Swagger.

• Strong judgment handling billing, policy, and account safety.

Non-negotiable skills and requirements

Note: All listed qualifications are required.

Perks & Benefits (Work From Office/Hybrid)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment.

• Up to 24 leave credits per year.

• Flexible leave credits which may be used for vacation, emergency and sick leaves.

• Endless opportunities for career advancement.

• Exclusive ATM inside the office for employee's convenience.

• Annual Performance Review with Salary Increase.

• We set you up for success with a company-provided PC/Laptop and fiber internet connection.

• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!

• Top notch workplace with first class VIP lounge and game rooms.

• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance.

• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues.

• 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.

About Cloudstaff

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition.

Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement.

Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.