Technical Support Specialist – B2B SaaS Operations

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

The Client is a forward-thinking technology company committed to providing exceptional SaaS solutions and 24/7 operational support to our customers. We are expanding our team and seeking dynamic and skilled IT Operations Managers to maintain our high standards of service delivery and support.

About the Role

We seek Technical Support Specialists providing round the clock coverage for provisioning and deprovisioning of employee user accounts in SaaS environments. You will monitor our inhouse ticketing system during assigned shifts, follow clear runbooks, and record complete evidence for every action. Work involves sensitive data, so zero errors and meticulous execution are required. This is a shift based role in a remote setup for a global tech startup.

What you’ll do

• Monitor our inhouse ticketing system, acknowledge requests within the defined first response target

• Access SaaS environments to perform user access provisioning, deprovisioning and changes as well as simple SaaS setup workflows

• Execute only the defined steps in the runbook, pause and escalate if anything is unclear or out of scope

• Log every action with notes, request links, and screenshots or other evidence in the system of record

• Meet service levels for first response and resolution by request type

• Maintain reliable shift coverage, complete clean handoffs with pending items and owners

What You Bring

• 1+ years of experience in SaaS technical support, IT helpdesk, or customer service (ideally supporting U.S./EU clients)

• Strong English communication skills – both written and verbal

• Familiar with modern SaaS tools (e.g., G Suite, Slack, CRMs, Jira, etc.)

• Comfortable managing user access for SaaS applications (i.e. Figma, Miro, Salesforce, Slack and so on)

• Strong attention to detail and consistent process discipline

• Reliable and steady during low activity periods with strong time management

• Tech-curious and proactive in learning new tools, updates, and processes

Nice to Have

• Experience working for a U.S. SaaS company

• Hands on experience with access management workflows

• Familiarity with Okta, Google Workspace or Entra ID

• Basic understanding of security and compliance practices

• Ability to spot patterns and suggest small process improvements over time

• Prior work in a 24/7 support or rotating shift environment

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.