Senior Technical Support Engineer (Philippines, Remote)

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Requirements:

• At least 5+ years of technical support experience, within the SaaS or technology industry.
• Exceptional English communication skills (both written and verbal).
• Proficient in using support tools like Intercom and other relevant software.
• A strong technical aptitude is essential to effectively troubleshoot and resolve customer issues.
• Knowledgeable of APIs or technical integrations, can read JSON structure, and basic coding skills
• Ability to work autonomously in a fast-paced, remote environment.
• A passion for building trust and strong relationships with customers at all levels.
• Amenable to working US hours, including shifting schedules and weekends, to align with customer needs.

Responsibilities:

• Provide world-class customer support via email, chat, and video calls to our global customer base.
• Troubleshoot technical issues and deliver fast, effective solutions to ensure customer success.
• Collaborate with Product, Engineering, and Sales teams to improve customer experience and address pain points.
• Maintain and update support documentation and knowledge bases for internal and external use.
• Advocate for customer needs by providing valuable feedback to enhance Sully.ai's platform and services.