Technical Product Customer Support – SaaS Platform

Customer-focused Technical Support Specialist resolving technical challenges for customer success in a mission-driven fintech environment.

Posted 6/1/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tools & technologies

SplunkSQL

Key responsibilities & impact

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.

What you’ll need

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.

Comp & perks

Paid in **USD** (bi-monthly payouts: 15th & 30th)
Up to **14 days of Paid Time Off** annually (starting Day 1)
Observance of **Holidays** (based on your location)
**100% remote** – work from anywhere
Collaborate with global customers and cross-functional teams (Engineering, Product, Success)
Be part of a mission-driven fintech company transforming how businesses manage cash flow

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQL queryingdata analysistroubleshootingQA testingticketing systems

Soft Skills

communicationempathyorganizationprioritizationtime managementadaptabilityresourcefulnesscollaborationcustomer advocacy