SaaS Technical Support Engineer

2 days ago

Manila, National Capital Region, Philippines KMC Solutions Full time ₱900,000 - ₱1,200,000 per year

About the Client

Our client is a leading provider of integrated photo‐booth solutions that empower event professionals, entrepreneurs, DJs, and photographers to grow thriving businesses. Their offerings combine premium hardware (like the Salsa 2, Guac & Chips, and Tortilla 360 booths) with robust software (the Fiesta all-in-one platform) and business tools.

With support for over 10,000+ photo booth owners, 400,000+ events, and 60 million+ memories captured, Our client is trusted for its seamless, end-to-end solutions that help users start, scale, and monetize their photo booth ventures.

They also serve a wide variety of events from weddings and corporate functions to festivals and virtual events and back their offerings with educational content, community resources, and industry know-how.

About the Role

As a Tier 1 Technical Customer Experience (CX) Advocate, you are the first line of support for our customers, providing exceptional service and technical assistance. Your role is pivotal in ensuring customers maximize their experience with our products and services. This position demands outstanding communication skills, a problem-solving mindset, and the ability to adapt to a fast paced, dynamic environment.

Responsibilities

Customer Support

  • Provide real-time support through Zendesk tickets and calls, ensuring prompt and accurate resolutions.
  • Handle incoming phone calls to troubleshoot customer issues with empathy and clarity.
  • Address a wide range of inquiries, including hardware setup, software functionality, troubleshooting, and best practices.

Technical Expertise

  • Gain in-depth knowledge of Photobooth Supply Co.'s products, including assembly, software, hardware, printing solutions, and account management.
  • Troubleshoot and resolve technical issues while escalating complex cases to the Tier 2 team when necessary.

Collaboration & Communication

  • Work closely with the Tier 1 Team, fellow advocates, and Tier 2 teams to share knowledge, resolve escalations, and improve workflows.
  • Participate in team training, mentorship, and development sessions to enhance your skills

What You Bring

  • 3+ years of technical support experience.
  • Hands-on troubleshooting of cloud-based software, SaaS tools, or business applications.
  • Familiarity with end-user issues like login/access errors, feature malfunctions, integrations, and performance issues.
  • Strong communication skills for guiding customers through resolutions.
  • Strong problem-solving skills with a customer-first mindset.
  • Ability to troubleshoot technical issues in a clear, concise manner.
  • Reliable, adaptable, and able to work independently in a remote setup.

Nice to have

  • Familiarity with Zendesk supports ticketing systems.
  • Background in photography, software, or event-related technology is a plus.

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