Expert Technical Support Specialist

1 day ago

Tarlac City, Central Luzon, Philippines beBeeTechnical Full time ₱800,000 - ₱1,120,000

Job Overview:

We are seeking an experienced Technical Support Specialist to join our team. As a key member of our support staff, you will be responsible for providing advanced technical support to customers.

Key Responsibilities:

  • Act as the primary point of contact for complex technical issues, utilizing in-depth troubleshooting and resolution skills.
  • Offer expert technical support while maintaining a customer-centric approach, ensuring empathy, accuracy, and responsiveness.
  • 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 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 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 package
  • 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

About Us:

We are a dynamic and innovative company that values employee growth and satisfaction. Our goal is to provide exceptional customer service while fostering a positive work environment.

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