Technical Support Specialist (SaaS & Data Analytics)
Company:Hire Overseas
Location:Philippines
Languages:English
Seniority level:Middle, 3-5+ years
Experience:3-5+ years
Skills:
SQLJiraSaaSTroubleshootingTechnical supportData analyticsCustomer support
Requirements:
3-5+ years of experience in technical support within a SaaS or software environment. Strong knowledge of SQL. Experience using data or log monitoring tools (Sentry, Splunk, Papertrail). Familiarity with ticketing systems (Jira, Zendesk, Freshdesk). Excellent English communication skills. Strong analytical and troubleshooting ability, with attention to detail. Organized, self-sufficient, and comfortable working in a fast-paced environment.
Responsibilities:
Research, troubleshoot, and resolve technical issues via email, chat, or live sessions. Validate and replicate user-reported bugs, analyze logs, and identify root causes. Communicate technical solutions clearly and empathetically to customers. Guide users through troubleshooting steps or best practices. Use SQL queries and monitoring tools to investigate issues. Analyze patterns in technical incidents and surface insights for product improvement. Document solutions and contribute to internal knowledge bases. Partner with Engineering, Product, and Customer Success to resolve complex issues. Support QA testing and validation for new releases or bug fixes. Advocate for customer experience by identifying recurring themes and improvement opportunities. Contribute to support documentation, internal playbooks, and FAQs.
