Technical Support Specialist
New
H
Hire OverseasFintech SaaS
Metro Manila, Philippines. Central Visayas, Philippines. Calabarzon, Philippines. Davao Region, Philippines. Colombo, Western Province, Sri LankaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–5+ years
- Required Skills
- SQLData AnalysisJiraTroubleshootingTechnical supportSaaS
Requirements
- 3–5+ years of technical support experience in a SaaS environment.
- Strong SQL querying skills.
- Experience with monitoring tools such as Sentry, Splunk, or Papertrail.
- Background supporting startups (Series A–C) with global customer bases.
- Experience with ticketing systems like Jira.
- Excellent communication skills.
- Highly organized with strong prioritization and time management skills.
- Adaptable and resourceful in fast-paced, ambiguous environments.
Responsibilities
- Research, troubleshoot, and resolve technical issues via email and live chat.
- Validate and replicate user-reported issues, analyze logs, and identify root causes.
- Communicate clearly and empathetically with customers.
- Lead live troubleshooting sessions.
- Use SQL queries and monitoring tools to investigate issues.
- Provide actionable insights from data analysis to support platform improvements.
- Document findings and contribute to the knowledge base.
- Collaborate with Engineering, Product, and Customer Success teams.
- Support QA testing for new features and bug fixes.
- Contribute to self-service resources.
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