WFH - Senior Technical Support Specialist (SaaS | Legal Tech)

BruntWork; Metro Manila; Remote; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Permanent remote work

Immediate hiring

Health Insurance Coverage for eligible

Job summary

BruntWork in the Philippines is looking for a Tier 3 Technical Support Specialist (SaaS | Legal Tech) to deliver advanced B2B support for a cloud-based legal practice platform. You will handle Windows, Microsoft 365, and backend integrations, communicating clearly with clients and collaborating with product teams to resolve complex issues from Level 3 upwards.

This remote role offers permanent work-from-home and immediate hiring.

Qualifications

• Proven Tier 3 technical support experience in SaaS or tech environments.
• Background in B2B technical support, preferably back-end focused.
• Must have background in law or solid knowledge of legal principles.
• Experienced with Microsoft 365 suite and related integrations.
• Strong troubleshooting of Windows and browser environments.

Responsibilities

• Provide responsive technical support via email and live remote sessions.
• Manage support tickets from start to finish; escalate issues when needed.
• Maintain proactive communication with clients and internal teams.
• Collaborate with developers to resolve high-level problems.
• Identify recurring client challenges and provide product feedback.

Skills

Tier 3 Technical Support

B2B technical support

Law background

Microsoft 365 troubleshooting

Windows 11 Pro

Communication

Documentation

Team collaboration

Remote troubleshooting

Problem solving

Tools

TeamViewer

Zoom

SharePoint

Outlook

OneDrive

Microsoft Teams

Job description

Overview:

Ready to combine your technical expertise and problem‑solving skills to help legal professionals work smarter with seamless SaaS solutions?

Our client is a leading provider of cloud-based legal practice management software, helping small to mid‑sized law firms streamline their operations through efficient digital solutions. Their platform simplifies document management, time tracking, and daily workflows, enabling legal professionals to focus more on serving their clients and less on administrative tasks. They’re looking for a Tier 3 Technical Support Specialist (SaaS | Legal Tech)to provide excellent technical support, resolve user concerns, and ensure a seamless and positive experience for clients using their platform.

Schedule: Monday to Friday, 9:00 AM – 6:00 PM Sydney, NSW | With a 1‑hour unpaid break (40 hours per week)

Responsibilities:

• Provide responsive, friendly technical support via email and live remote sessions

• Manage support tickets from start to finish, escalating issues when needed

• Keep clear and proactive communication with clients and internal teams

• Collaborate with colleagues to resolve complex issues

• Identify recurring client challenges and provide feedback for product improvement

Requirements:

• Proven experience in Tier 3 Technical Support, with a strong track record of progression from Level 1 to Level 3 support roles (SaaS or tech background preferred)

• Background in B2B technical support, preferably in a back‑end‑focused role

• Candidates must have a background in law or a good working knowledge of legal principles

• Extensive experience supporting software solutions integrated within the Microsoft Suite (e.g., Outlook, Teams, SharePoint, OneDrive)

• Skilled in troubleshooting complex environmental and Microsoft‑related technical issues, which have been the most common and challenging aspects of this role

• Proven experience troubleshooting and resolving issues with Windows, Microsoft Outlook, and Google Chrome

• Experience collaborating closely with software development teams or product engineers to resolve high‑level technical problems

• Proficiency in Windows 11 Professional and familiarity with remote tools like TeamViewer, Zoom, etc.

• Excellent written and verbal communication and high attention to detail and quality in documentation

• Ability to work independently and in a team and comfortable in handling sensitive or confidential information

• Extensive experience supporting software solutions integrated within the Microsoft Suite (e.g., Outlook, Teams, SharePoint, OneDrive)

Ideal Candidate Profile:

• Tech‑Savvy: Confident in supporting SaaS tools and troubleshooting on Windows

• Experienced: Experience providing Level 3 support for a SaaS/tech company

• Strong Communicator: Clear, patient, and professional in client interactions

• Adaptable & Reliable: Calm under pressure and responsive to evolving priorities

Independent Contractor Perks:

• Permanent work from home

• Immediate hiring

• Health Insurance Coverage for eligible locations