Advanced Technical Support Specialist

2 days ago

Angeles City, Central Luzon, Philippines beBeeTechnical Full time ₱700,000 - ₱950,000
Job Overview

The Technical Support Engineer will serve as the primary escalation point for complex technical issues, providing advanced support with a customer-first approach.

This role requires in-depth troubleshooting and resolution skills, working closely with internal teams to identify, document, and escalate bugs or system limitations.

The ideal candidate will have 3+ years of technical support experience, with at least 1 year handling escalations or advanced troubleshooting in a SaaS environment.

A strong background in customer service and technical problem-solving is essential, along with proficiency in using Zendesk or similar ticketing and chat support systems.

Key Responsibilities
  1. Escalate complex technical issues and provide advanced support with a customer-first approach.
  2. Conduct thorough investigations of escalated issues, replicating problems as needed and collaborating with internal teams for resolution.
  3. Work closely with Engineering and Product teams to identify, document, and escalate bugs or system limitations.
  4. Mentor and guide L1 Support Engineers, sharing knowledge and best practices to improve troubleshooting efficiency.
  5. Continuously learn, master, and share technical knowledge.
  6. Assist in creating and improving knowledge base documentation with solutions to recurring and newly discovered issues.
  7. Perform testing and validate bug fixes from Engineering team.
  8. Monitor and analyze support trends to proactively identify recurring issues and propose long-term solutions.
  9. Ensure timely follow-ups and updates to customers on escalated cases, maintaining transparency throughout the resolution process.
Qualifications
  • 3+ years of technical support experience, with at least 1 year handling escalations or advanced troubleshooting in a SaaS 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).
Ninja Perks and Benefits
  • Competitive compensation.
  • Adherence to government-mandated benefits.
  • Retirement Savings Program with Company Matching.
  • Life Insurance.
  • Paid time off, birthday leave.
  • Bonus and incentive plans.
  • Opportunities for skills training and personal and professional development.
  • Employee Referral Program.

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