Senior Technical Support Advocate
New
B
BoldrSaaS Support
PhilippinesFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- JiraWritten communicationSaaSZendeskTroubleshootingTechnical support
Requirements
- 3+ years of technical support experience, ideally within a SaaS environment
- Prior experience supporting customers via email and other written channels
- Strong written communication skills with the ability to convey appropriate tone
- General knowledge of how web-based and mobile applications function
- Proficiency with ticket-tracking tools such as Zendesk and Jira
- Ability to triage issues and exercise judgment for escalation
- Proven ability to ramp up into new technical products quickly
- Metrics-driven with the ability to handle high-volume interactions
- Proficiency in English, both written and spoken
- Experience or comfort adopting AI-assisted workflows
- Proven ability to work remotely with limited supervision
Responsibilities
- Provide technical support to customers via email and other written channels
- Respond to customer inquiries and alerts in a timely manner according to SLAs
- Manage a high-volume ticket queue
- Triage tickets to distinguish between resolvable user issues and product bugs
- Escalate confirmed product bugs to the engineering team with clear documentation
- Utilize AI-assisted support tools to draft and expedite responses
- Collaborate with cross-functional teams to clarify expected product behavior
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