Lead Software Troubleshooter

24 hours ago

Cebu City, Central Visayas, Philippines beBeeSupport Full time ₱30,000 - ₱50,000
Job Description

We are seeking a highly skilled Technical Support Specialist to provide top-notch technical support for our SaaS application.

  • Respond to and triage user-reported issues, bugs, and performance problems in a timely manner.
  • Troubleshoot backend and frontend application issues primarily in a PHP-based environment.
  • Collaborate with engineering, DevOps, and QA teams to escalate and resolve complex problems.

The ideal candidate will be able to demonstrate some of their previous work and explain the layout of the project.

  • Minimum of 1 to 2 years of related work experience.
  • Proven experience supporting SaaS applications in a technical support or engineering role.
  • Strong knowledge and experience with PHP and related frameworks (e.g., Laravel, CakePHP).
Preferred Skills:
  • Familiarity with SaaS architecture and CI/CD pipelines.
  • Experience working with ticketing systems (e.g., Zendesk, Jira, Freshdesk).

In this role, you will work closely with end users, developers, and product teams to investigate and resolve application issues.

As a Technical Support Specialist, you will troubleshoot issues using local development environments, staging servers, and replicate issues using the Production environment.

Additionally, you will create and maintain internal documentation for recurring issues, fixes, and system behavior.

You will assist in deploying patches or hotfixes as needed in coordination with the dev team.

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