Boldr

Technical Support Specialist T3 – Web App, SaaS

Boldr

full-time

Posted on:

Location Type: Hybrid

Location: Pasig • Philippines

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About the role

  • Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
  • Diagnose and resolve issues by:
  • - Testing functionality within the product to replicate customer experiences
  • - Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
  • - Utilizing session recordings and technical data when available
  • - Leveraging internal tools to understand user and workspace context
  • Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
  • Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
  • Document findings and create detailed escalation materials for product and engineering teams when necessary
  • Ensure proper and timely escalation of issues to meet internal and external expectations
  • Maintain rapid chat response times while prioritizing comprehensive problem resolution
  • Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
  • Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
  • Identify opportunities and recommendations for continuous process improvement

Requirements

  • Curious and authentic, just like us! #beboldr
  • An analytical and creative problem-solver
  • Passionate about customer success and product adoption
  • Proactive and self-motivated
  • Comfortable experimenting inside the product to find solutions
  • Strong at explaining workarounds and complex concepts clearly
  • Amenable to working rotating shifts for 24/7 coverage
  • At least a bachelor’s degree in any field you’re passionate about
  • Customer support experience in SaaS environments, particularly in CX, onboarding, training, or enablement roles
  • Excellent English communication skills
  • Strong experimental mindset and creative approach to problem-solving
  • Hands-on experience with AI tools and technologies
  • Comfort with exploratory product testing and iterative troubleshooting
  • Ability to translate complex technical concepts into accessible explanations
  • Sound judgment regarding escalation decisions and independent problem-solving
  • Experience with ticketing or chat-based support systems
  • Direct experience with creative, design, or content creation platforms (Preferred)
  • Background supporting products with significant creation or editing components (Preferred)
  • Proficiency with support platforms and workflows (Preferred)
  • Experience documenting technical issues with clear reproduction steps (Preferred)
  • Basic analytics and data investigation capabilities (Preferred)
  • Interest in advancing AI-powered support capabilities while maintaining human expertise (Preferred)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportproblem-solvingproduct testingtechnical documentationanalyticsdata investigationSaaSticketing systemschat-based supportAI tools
Soft Skills
analytical thinkingcreativitycustomer successproactivitycommunicationindependent problem-solvingsound judgmentcollaborationcuriosityadaptability