Tech Support Specialist

7 days ago

Cavite City, Calabarzon, Philippines beBeeTechnical Full time ₱6,000,000 - ₱9,600,000

Job Overview

A day in the life of a Technical Support Engineer involves providing advanced technical support while maintaining a customer-first approach. As a skilled professional, you will be responsible for delivering exceptional support to customers by troubleshooting complex technical issues and escalating them to internal teams as needed.

The ideal candidate will have a strong background in customer service and technical problem-solving, with experience working in a SaaS environment. You will work closely with Engineering and Product teams to identify, document, and escalate bugs or system limitations, and continuously learn and master new technical skills to stay up-to-date with industry trends.

In this role, you will also have the opportunity to mentor and guide junior team members, share knowledge and best practices, and contribute to the creation and improvement of knowledge base documentation. If you are passionate about delivering exceptional customer experiences and have a strong passion for technology, this could be the perfect opportunity for you.

Key Responsibilities:

  • Serve as the primary escalation point for complex technical issues requiring in-depth troubleshooting and resolution.
  • Provide empathetic, accurate, compassionate, responsive, resourceful, and detail-oriented technical support.
  • 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 junior team members, 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.

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 ticketing and chat support systems.
  • Experience working with SaaS integrations and debugging API-related issues.
  • Familiarity with database queries (SQL) for troubleshooting.
  • Experience using logging platforms for log analysis.
  • Experience working with engineering teams to report and resolve product bugs.

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