Technical Support Specialist

1 day ago

Paranaque City, Calabarzon, Philippines beBeeTroubleshooter Full time ₱705,600 - ₱1,041,920
Job Description

A day in the life of a Technical Support Specialist involves serving as the primary escalation point for complex technical issues.

This requires in-depth troubleshooting and resolution, while maintaining a customer-first approach.

  • Conduct thorough investigations of escalated issues, replicating problems as needed and collaborating with internal teams for resolution.
  • Work closely with Engineering and Product teams to identify, document, and escalate bugs or system limitations.
  • Mentor and guide L1 Support Engineers, sharing knowledge and best practices to improve troubleshooting efficiency.
  • Continuously learn, master, and share technical knowledge.
  • Assist in creating and improving knowledge base documentation with solutions to recurring and newly discovered issues.
  • Perform testing and validate bug fixes from Engineering team
  • Monitor and analyze support trends to proactively identify recurring issues and propose long-term solutions.
  • Ensure timely follow-ups and updates to customers on escalated cases, maintaining transparency throughout the resolution process.
  • Stay updated on product updates, system changes, and new features to enhance troubleshooting capabilities.
Required Skills and Qualifications
  • 3+ years of technical support experience, with at least 1 year handling escalations or advanced troubleshooting in a SaaS or similar environment.
  • Strong background in customer service and technical problem-solving.
  • Proven ability to diagnose and troubleshoot complex SaaS applications.
  • Proficiency in using Zendesk or similar ticketing and chat support systems.
  • Experience working with SaaS integrations and debugging API-related issues.
  • Familiarity with database queries (SQL) for troubleshooting (a plus)
  • Experience using Datadog or other logging platforms for log analysis (a plus).
  • Experience working with engineering teams to report and resolve product bugs.
  • Familiarity with HR systems (a plus).

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