Technical Support Specialist

Technical Support Specialist

Customer-Focused Application Support | Tier 3

Work Setup Fully Remote

Salary PHP 400/hour

Work Hours Full time, 8 hours/day

Work Shift 8:00 AM - 5:00 PM EST

Contract Independent Contractor

About The Methodical Group

The Methodical Group (methodicalgroup.com) is a leading global provider of IT Services, Consulting, and Specialized Staffing Solutions, operating with a systematic, high-quality approach for over 25 years. Headquartered in St. Petersburg, Florida, we use proprietary frameworks, such as ExactTalent, to provide specialized workforce solutions, including permanent placement and contract staffing, across industries such as IT and Healthcare.

Our IT and Business Services division also delivers solutions in Software Development, Data & Analytics, and IT Operations, helping organizations drive digital transformation, improve efficiency, and maintain a competitive edge.

About the Role

The Technical Support Specialist is a customer-facing application support professional responsible for owning complex software issues through resolution. This position goes beyond traditional help desk support by combining Tier 3 troubleshooting, backend investigation, SQL analysis, application configuration, and clear customer communication.

The successful candidate will approach each issue from a support perspective first. The role requires someone who can work directly with frustrated or impacted customers, understand the business effect of an issue, investigate thoroughly before escalating, and remain accountable until the customer confirms that the problem has been resolved.

The Technical Support Specialist will manage requests across phone, chat, web, and email while collaborating with development and internal technical teams when necessary. Although knowledge of Java, HTML, SQL, and application environments is valuable, this is not primarily a software development role. It is best suited to an experienced support professional with strong technical depth and a proven customer‑first mindset.

Key Responsibilities

• Provide Tier 3 technical and application support to customers through phone, chat, web, and email.
• Own customer issues from initial intake through investigation, resolution, validation, and customer confirmation.
• Handle challenging or frustrated customers professionally, demonstrate empathy, de‑escalate concerns, and maintain customer confidence throughout the resolution process.
• Troubleshoot software functionality, enhancements, break/fix requests, configuration concerns, and system upgrades.
• Investigate reported issues by gathering complete information, reproducing problems, reviewing application behavior, testing scenarios, and identifying root causes.
• Perform meaningful troubleshooting before escalation, including reviewing logs, researching known issues, querying databases, validating configurations, and documenting findings.
• Use SQL to review data, investigate application behavior, validate results, and support customer requests.
• Support backend processes and database‑related activities that affect frontend functionality and the end‑user experience.
• Assist with customer‑specific application updates, including configuration changes, reports, forms, dropdown values, and other system modifications.

Required Qualifications

• 3+ years of experience in Tier 3 technical support, application support, product support, production support, or a similar technical customer‑facing role.
• Demonstrated experience interacting directly with customers or end users, including resolving difficult or escalated situations.
• Proven ownership of support cases from initial report through confirmed resolution, rather than relying on immediate escalation.
• Strong technical troubleshooting skills with a structured approach to testing, research, root cause analysis, and resolution.
• Experience working with SQL databases and writing queries for troubleshooting, validation, or customer support.
• Experience supporting SaaS or business‑critical software applications.
• Ability to troubleshoot across backend systems and frontend user experiences while explaining the connection clearly.
• Strong written and verbal English communication skills, including the ability to translate technical information into clear customer‑facing language.

Preferred Qualifications

• Experience supporting Java‑based applications and familiarity with HTML.
• Experience with SilverLake.
• Experience supporting customer enhancements, break/fix requests, configuration changes, and application upgrades.
• Experience performing root cause analysis and contributing to knowledge bases, internal documentation, or support p