Senior Technical Support Specialist

7 days ago

Tanauan, Calabarzon, Philippines beBeeCareer Full time ₱400,000 - ₱600,000
Job Title

We are seeking a seasoned Technical Support Specialist to join our team.

  • This is a challenging role for individuals who excel at problem-solving, troubleshooting, and providing excellent customer service.
  • The ideal candidate will have extensive experience in technical support, with a strong background in customer-facing roles and technical issue resolution.
About the Role

In this position, you will be responsible for handling escalated technical issues, collaborating with internal teams to resolve complex problems, and mentoring junior support engineers.

You will also be expected to stay up-to-date on product updates, system changes, and new features to enhance your troubleshooting capabilities.

Your exceptional communication skills will be key in ensuring timely follow-ups and updates to customers on escalated cases.

Key Responsibilities
  1. Serve as the primary escalation point for complex technical issues that require in-depth troubleshooting and resolution.
  2. Collaborate with Engineering and Product teams to identify, document, and escalate bugs or system limitations.
  3. Mentor and guide L1 Support Engineers, sharing knowledge and best practices to improve troubleshooting efficiency.
  4. Continuously learn, master, and share technical knowledge.
  5. Assist in creating and improving knowledge base documentation with solutions to recurring and newly discovered issues.
  6. Perform testing and validate bug fixes from Engineering team
  7. Monitor and analyze support trends to proactively identify recurring issues and propose long-term solutions.
Requirements
  • At least 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.
  • Proficiency in using Zendesk or similar ticketing and chat support systems.
Ninja Perks and Benefits
  • Competitive compensation
  • 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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