Senior Technical Support Representative

4 days ago

Work from Home, Philippines Flexscale Full time

Internal Job Title: Client Technical Support Engineer

Type of Employment: Full Time

Desired No. of Hours per Week: 40

Job Level: Mid-Senior Level

Who We Are

Our client is a fast-growing, VC-backed startup based in San Francisco, building the next generation of access control systems for modern buildings. Their award-winning solution replaces outdated key card systems with a seamless, touchless entry experience that combines access control and video intercom into one platform. Using facial recognition, mobile access, and PIN-based unlock, they're redefining convenience and security for residential and commercial properties.

Who You Are

We're looking for a motivated and self-driven Technical Support Engineer with 1–3 years of experience in customer support. This is a remote role, but you must be located in the Eastern Time Zone. To thrive here, you'll need to be patient, committed to customer success, technically savvy, and an excellent communicator.

What You'll Do

  • Serve as the first point of contact for Installers, Admins, and Users needing support in EST and Central time zones.
  • Respond quickly to support requests to meet client SLAs.
  • Create and maintain policies, procedures, training manuals, and support resources.
  • Advocate for customers and identify ways to continually improve the client experience
  • Track and share trends in client requests and product performance with Product, Engineering, and Partnerships teams to help drive improvements
  • Collaborate with operations and support teams to monitor and report on trends
  • Build strong relationships with accounts to ensure success and generate referrals and case studies.

What We're Looking For

  • 1–3 years of client support experience
  • Experience with Zendesk and/or Salesforce is a big plus
  • Strong verbal and written communication skills (must have Neutral English Accent)
  • Client-centric mindset with proven experience in a customer-facing role; SaaS experience is a bonus
  • Tech-savvy, quick learner who thrives in a fast-paced startup environment
  • Analytical, detail-oriented, and highly organized
  • Able to work independently, juggle multiple priorities, and perform well under pressure
  • Preferably someone with a computer or electronic engineering background
  • Proactive, resourceful, and eager to help the company scale

What We Offer:

  • Work From Home: Fully remote setup with local support
  • Generous Paid Time Off: Start with 18 paid leaves annually
  • U.S. Holiday Observance: Enjoy U.S. holidays off
  • Free HMO Coverage: Premium healthcare access at no cost
  • Professional Environment: Join a supportive, growth-oriented global team

Job Type: Full-time

Pay: Php55, Php60,000.00 per month

Benefits:

  • Additional leave
  • Health insurance
  • Work from home

Application Question(s):

  • Do you have experience with software or networking support experience? (Ethernet/PoE/relays)
  • Kindly record a 30 second audio of you introducing yourself via
  • Have you supported physical devices or hardware (e.g., electronics, security systems, intercoms, access devices)?

Work Location: Remote

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