Remote SaaS Technical Support Engineer

SPS Commerce, Inc.; United States; Remote; USD 11,000 - 16,000; Full time

Job summary

SPS Commerce is a leading cloud-based provider of supply chain management solutions. The Associate Technical Support Engineer delivers essential product support to customers, resolving basic inquiries and acting as a customer advocate across teams.

This remote role based in the Philippines aligns with U.S. Central Time and requires weekend shifts. You will log interactions, stay current on product trends, and help drive customer success in a collaborative environment.

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• Strong interest in technical support and a commitment to continuous learning.
• Effective problem-solving skills and critical thinking abilities.
• Agility to adapt to shifting and concurrent priorities.
• Excellent written and verbal communication skills.
• An eagerness to learn from experienced colleagues and mentors.
• The ability to work collaboratively in a team-oriented environment.

Responsibilities

• Provide product support to customers through various channels, including training on applications and tools as needed.
• Provide customer support related to basic system automation and legacy products and solutions.
• Offer basic consultation on customer products and industry education.
• Exhibit empathy and anticipation of customer needs, facilitating optimal customer experience.
• Assess the nature of product issues and resolve basic support inquiries promptly.
• Demonstrate agility in understanding, prioritizing, and reacting to critical customer issues.
• Maintain a detailed log of customer interactions and support activities.
• Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved.

Skills

Problem solving

Written and verbal comms

Agility

Team collaboration

Customer advocacy

Interest in technical support

Continuous learning

Education

Bachelor’s degree in a relevant field or equivalent work experience

Tools

SalesForce

Atlassian

Microsoft Office

Job description

SPS Commerce is a leading cloud-based provider of supply chain management solutions. The Associate Technical Support Engineer delivers essential product support to customers, resolving basic inquiries and acting as a customer advocate across teams.

This remote role based in the Philippines aligns with U.S. Central Time and requires weekend shifts. You will log interactions, stay current on product trends, and help drive customer success in a collaborative environment.