Technical Support Representative III

2 weeks ago

Manila, National Capital Region, Philippines 01537e10-ada4-47de-b0db-b0c34cb4c345 Full time $30,000 - $60,000 per year

Work Set-up: Remote

Equipment Provision:BYOD (Bring-Your-Own-Device)

Start Date: December 8, 2025

The Technical Support Representative III serves as an escalation point for advanced customer issues, ensuring timely and effective resolutions. As a senior member of the support team, you will work directly with customers, mentor junior colleagues, and collaborate with internal and external partners. This position requires strong communication skills, customer empathy, and the ability to navigate multiple tools and systems. Unlike engineering roles, this position focuses on support, problem-solving, and coordination rather than coding or debugging.

What does a day in the life of a Technical Support Representative III look like?

  • Act as the first escalation point for advanced or complex customer issues; Prior to escalating to an Engineer.
  • Provide clear, empathetic, and professional support to customers experiencing high-priority problems.
  • Troubleshoot customer-reported issues using support tools, logs, and structured processes (no coding required).
  • Collaborate with product, client success, operations, and external vendors to coordinate solutions.
  • Join customer and internal calls to walk through solutions and provide live support when necessary.
  • Document resolutions, update knowledge base articles, FAQs, and contribute to process improvements.
  • Identify recurring issues and recommend enhancements to improve customer experience.
  • Support and mentor junior team members in handling escalations.
  • Maintain compliance with company policies, procedures, and performance metrics.

What are the required qualifications of a Technical Support Representative III?

  • 3+ years of experience in a technical support or customer service role, preferably in a SaaS or contact center environment.
  • Strong troubleshooting and problem-solving skills across web, mobile, and cloud-hosted applications.
  • Proficiency in using CRM systems, ticketing platforms, and support tools.
  • Strong written and verbal English communication skills with the ability to explain solutions clearly to non-technical customers.
  • Demonstrated ability to manage escalations effectively and professionally.
  • Strong organizational and documentation skills.
  • Experience mentoring or supporting junior staff is a plus.
  • Ability to work effectively across teams and with external partners.

Ninja Perks and Benefits

*Full time employees

  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO on day 1
  • Paid time off, birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program

If you are interested, you can access your instant interview

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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