Technical Support Specialist (SaaS)

Job Description

Job Overview We are seeking a proactive and detail-oriented Technical Support Specialist to support a modern SaaS platform serving customers across multiple regions. This hybrid role combines technical support, quality assurance, product support, and documentation responsibilities to ensure an exceptional customer experience while maintaining product quality. The ideal candidate is analytical, customer-focused, and comfortable troubleshooting technical issues, performing application testing, and collaborating with product and engineering teams. This role is well-suited for someone who enjoys working with technology, improving processes, and leveraging AI tools to increase efficiency. Key Responsibilities Customer Support \& Technical Assistance Manage customer support requests and technical incidents, ensuring timely resolution and clear communication Participate in customer meetings and troubleshooting sessions to diagnose and resolve technical issues Translate support requests into actionable tasks for product and engineering teams using ticketing systems Prepare and maintain demo environments for customer presentations and product demonstrations Provide technical guidance during customer onboarding and product walkthroughs Testing \& Quality Assurance Perform functional testing across web and mobile applications Conduct API testing and validation using tools such as Postman or similar platforms Write, maintain, and execute manual and automated test cases Identify bugs, edge cases, and usability issues before product releases Collaborate with development teams to verify fixes and improve product reliability Documentation \& Knowledge Management Create and maintain product documentation and API documentation Develop internal knowledge base articles, troubleshooting guides, and support documentation Ensure documentation remains accurate, organized, and aligned with product updates Technical \& Operational Support Perform database validation, troubleshooting, and basic SQL queries to investigate issues Support device onboarding, configuration, application deployment, and software updates through mobile device management (MDM) platforms Assist with system integrations and data flow validation between applications Support operational processes and technical administration tasks as needed AI \& Process Improvement Utilize AI tools to improve support workflows, testing efficiency, and documentation quality Identify opportunities to automate repetitive tasks and optimize internal processes Continuously recommend improvements that enhance customer experience and operational efficiency Must-Have Requirements Minimum 2 years of experience in Technical Support, Quality Assurance, Application Support, or a similar SaaS role Experience with API testing tools such as Postman or equivalent Basic knowledge of SQL and database troubleshooting Experience using Jira or similar ticketing/project management systems Strong analytical, troubleshooting, and problem-solving skills Excellent written and verbal English communication skills Ability to support international customers and collaborate across multiple time zones Strong organizational skills with excellent attention to detail Comfortable working independently in a remote environment Nice-to-Have Experience with test automation tools such as Playwright or Selenium Experience testing mobile applications on iOS and Android platforms Familiarity with Mobile Device Management (MDM) platforms Experience supporting HR, payroll, workforce management, or enterprise SaaS platforms Experience creating technical documentation and knowledge base articles Familiarity with AI-powered productivity, documentation, or support tools Ideal Candidate The ideal candidate is proactive, structured, and customer-focused with a strong sense of ownership. They enjoy solving technical problems, collaborating with cross-functional teams, and continuously improving processes through automation and AI-driven workflows. They are equally comfortable communicating with customers and working alongside product and engineering teams to deliver a high-quality user experience. Working Arrangement Remote Full-time Must be available to work within Singapore Time (SGT) while supporting customers across multiple global regions Pay: Php35,000\.00 - Php40,000\.00 per month Benefits Additional leave Company Christmas gift Company events Opportunities for promotion Pay raise Promotion to permanent employee Work from home Experience: Technical support: 2 years (Preferred) Work Location: Remote