WFH Tier 3 Technical Support Specialist (SaaS | Legal Tech)

BruntWork; Metro Manila; Remote; PHP 360,000 - 600,000; Full time

Job summary

BruntWork is seeking a Tier 3 Technical Support Specialist to assist legal professionals using a cloud-based SaaS platform. The role focuses on resolving advanced technical issues, supporting back-end workflows, and ensuring a seamless client experience.

A background in law is preferred to understand legal principles involved. The position requires expertise with Microsoft 365 apps and common browser/OS troubleshooting, with schedule aligned to international clients.

Qualifications

• Proven experience in Tier 3 Technical Support, progressing from Level 1 to Level 3 (SaaS or tech background preferred).
• Background in B2B technical support, ideally in a back-end-focused role.
• Must have a background in law or solid knowledge of legal principles.
• Experience supporting Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Strong troubleshooting for Windows, Outlook, and Google Chrome.

Responsibilities

• Provide responsive, friendly technical support via email and live remote sessions
• Manage support tickets from start to finish, escalating issues when needed
• Maintain clear, proactive communication with clients and internal teams
• Collaborate with colleagues to resolve complex issues
• Identify recurring client challenges and provide feedback for product improvement

Skills

Tier 3 Technical Support

B2B technical support

Law background / legal principles

Microsoft ecosystem troubleshooting

Windows / Outlook / Chrome issues

Tools

Microsoft Outlook

Microsoft Teams

SharePoint

OneDrive

Google Chrome

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