WFH SaaS Technical Support Specialist

BruntWork; Metro Manila; Remote; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible

Job summary

BruntWork is seeking a SaaS Technical Support Specialist to join a growing Support Team. You will manage incoming tickets, troubleshoot software issues, and provide timely, professional updates to clients across multiple time zones.

Key duties include ticket triage in Freshdesk, coordination with Front-End, Back-End, and Mobile teams, and documentation of issues for quicker resolution. You’ll help build the knowledge base and playbooks, while delivering high-quality customer service in a fully

Qualifications

• Experience in software or SaaS technical support.
• Excellent written and verbal communication.
• Strong problem solving and troubleshooting skills.
• Ability to work independently in a remote environment.

Responsibilities

• Ticket triage and client support through Freshdesk.
• Coordinate with Front-End, Back-End, and Mobile teams to resolve technical issues.
• Document and escalate issues as needed.
• Create and maintain help articles and playbooks.

Skills

Customer communication

Technical curiosity

Ticket management

Remote work readiness

Tools

Freshdesk

Jira

Intercom

Job description

Job Overview

Our client is looking for a SaaS Technical Support Specialist to join a growing Support Team and serve as a key point of contact for clients experiencing issues with a SaaS platform. This role is ideal for someone who combines strong customer service and communication skills with technical curiosity. You will manage incoming support tickets, troubleshoot and triage issues, coordinate with internal technical teams, and ensure clients receive timely and professional updates.

Schedule

• Monday - Friday, 8:00 AM - 6:00 PM AEST (40 work hours per week)

Responsibilities

Ticket Triage & Client Support

• Monitor and manage incoming support tickets through Freshdesk.
• Triage requests according to urgency and category.
• Respond to clients promptly and professionally.
• Gather information to understand and diagnose issues.
• Provide clear updates, expectations, and next steps.
• Meet agreed SLA response and resolution targets.
• Escalate urgent or high-priority issues appropriately.

Internal Coordination & Escalation

• Coordinate with Front-End, Back-End, and Mobile Development teams to resolve technical issues.
• Accurately document and assign tickets requiring developer involvement.
• Track escalated issues through to resolution.
• Escalate bugs, platform outages, and critical client concerns.
• Liaise with Account Managers where issues involve client accounts or billing.

Knowledge & Documentation

• Contribute to the development and maintenance of the Help Centre.
• Create and update support articles and troubleshooting resources.
• Assist in developing internal support playbooks and triage guides.
• Build product knowledge to improve first-contact resolution and reduce unnecessary escalations.

Requirements

• Previous experience in software support, technical support, help desk, SaaS support, or technical customer service, preferably within the SaaS or software industry.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users and work effectively with technical and non-technical stakeholders.
• Comfortable investigating and troubleshooting software issues, with strong technical curiosity and a methodical approach to identifying problems.
• Strong ticket management, prioritization, and organizational skills, with the ability to manage multiple tickets, urgent requests, and agreed priorities.
• Familiarity with Freshdesk, Jira, Intercom, or similar support platforms, with the ability to work independently in a remote environment.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations