Hire Overseas

Technical Product Customer Support – SaaS Platform

Hire Overseas

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

SplunkSQL

About the role

  • Research, troubleshoot, and resolve technical issues via email and live chat.
  • Validate and replicate user-reported issues, analyze logs, and identify root causes.
  • Communicate clearly and empathetically with customers, offering best practices and solutions.
  • Lead live troubleshooting sessions when needed to resolve urgent issues.
  • Use SQL queries and monitoring tools (Sentry, Splunk, Papertrail) to investigate issues.
  • Provide actionable insights from data analysis to support troubleshooting and platform improvements.
  • Document findings and contribute to building a stronger knowledge base.
  • Advocate for customers internally by collaborating with Engineering, Product, and Customer Success teams.
  • Support QA testing for new features and bug fixes before release.
  • Contribute to self-service resources like FAQs and knowledge base articles.

Requirements

  • 3–5+ years of technical support experience in a SaaS environment.
  • Strong **SQL querying skills** and experience with monitoring tools (Sentry, Splunk, Papertrail).
  • Background supporting **startups (Series A–C)** with global customer bases.
  • Experience with ticketing systems (Jira or similar).
  • Excellent **communication skills**: empathetic, clear, and professional under pressure.
  • Highly organized with strong prioritization and time management skills.
  • Adaptable and resourceful in fast-paced, ambiguous environments.
  • Knowledge of **finance or accounting practices** (or willingness to learn quickly).
  • Experience in **fintech** or supporting finance-related SaaS products.
  • Collaborative, positive, and passionate about customer success.
Benefits
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Applicant Tracking System Keywords

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

Hard Skills & Tools
SQL queryingdata analysistroubleshootingQA testingticketing systems
Soft Skills
communicationempathyorganizationprioritizationtime managementadaptabilityresourcefulnesscollaborationcustomer advocacyproblem-solving