Technical Support Specialist
HybridManila, Metro Manila, Philippines
EXPIREDManila, Metro Manila, PhilippinesHybridFull Time
Full Time
Job Summary
Triage and resolve inbound customer queries via email, chat, and calls across APAC time zones, handling technical troubleshooting for product, integration, and data issues. Manage billing and subscription administration through Stripe, maintain knowledge base articles, and support pre-sales integrations with the SEA sales team. Contribute to onboarding activities to accelerate time to value and surface commercial friction points to shape product priorities. Report to the Customer function with autonomy over regional support standards and tooling, balancing hands-on resolution with process improvement.
Required Qualifications
- 3–4+ years in customer support, technical support, or a solutions-adjacent role, ideally B2B SaaS
- Clear communicator: you can explain technical concepts to non-technical users without condescension
- Technically curious: you dig into problems rather than passing them along, and you enjoy the digging
- Comfortable with async communication across APAC time zones
- Sharp commercial instincts: you understand support enables revenue, not just resolves tickets
- You live and breathe AI tools. You use AI for ticket diagnosis and triage, documentation drafting, investigation, and workflow automation as your default way of working, not a productivity experiment. In 2026, this is how support moves fast and you need to already be doing it.
Desired Qualifications
- Experience with support and CRM tools - HubSpot, Intercom, Zendesk, or similar
- Experience with Stripe or comparable billing platforms
- Prior experience supporting B2B data, sales intelligence, or integration-heavy SaaS products
- Startup or scaleup background where you've had to build the standard, not inherit it
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