Senior Technical Support Representative

2 days ago

Pasig, National Capital Region, Philippines Cappersoft Full time ₱800,000 - ₱1,200,000 per year

About the Role:

We are looking for a Senior Technical Support Engineer (TSR) to join our global support team for our KYC / SaaS / FinTech platform. As a senior resource, you will focus on resolving complex technical cases, handling escalations, and ensuring client satisfaction through timely and accurate support.

This role is hands-on and client-facing — you will troubleshoot advanced issues, manage executive queries, support product demos, and collaborate with Engineering and Product teams. You will also contribute to process updates and improvements, working alongside the team to make support operations more efficient.Key Responsibilities

  • Handle advanced technical queries and escalations, ensuring accurate and timely resolution.
  • Provide executive-level support including troubleshooting, integration assistance, and product demos.
  • Support SLA goals by improving first-response and resolution times across tickets and live chat.
  • Work closely with the team on process updates and workflow improvements.
  • Document knowledge (advanced use cases, integration scenarios, best practices) for internal and client use.
  • Ensure all client communication is clear, professional, and client-focused.
  • Collaborate with Engineering and Product teams to resolve complex issues and relay client feedback.

Requirements:

  • 3+ years of experience in technical support, SaaS, or FinTech environments.
  • Strong troubleshooting skills across integration, API, ML/OCR-related issues.
  • Proven ability to handle priority clients and escalations with professionalism.
  • Strong communication skills for both written and verbal interactions, including client calls and demos.
  • Highly organized, detail-oriented, and able to work effectively in a 24/7 support environment.

Nice to Have:

  • Exposure to machine learning / OCR-based platforms.
  • Experience in KYC, compliance, or fintech domains.
  • Previous experience mentoring peers or assisting in technical knowledge sharing.
  • Understanding of account-based or executive-level client support.
  • Familiarity with tools: Zendesk, Slack, ClickUp or Jira, Lark, Microsoft Teams, telecom platforms.

What We Offer:

  • Competitive salary package with performance-based incentives.
  • Growth opportunities in a fast-scaling SaaS / FinTech company.
  • Ongoing training and mentorship to strengthen your technical and client-facing expertise.
  • A collaborative and supportive work environment.

Job Type: Full-time

Work Location: In person

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