SaaS Technical Support Specialist – Email & Chat

SupportNinja

Technical Support Specialist providing technical assistance to customers in a remote SaaS environment. Resolving platform issues and managing customer communications through email and chat.

Posted 7/15/2026full-timeRemote • 🇵🇭 PhilippinesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support and troubleshooting for SaaS products, with a strong focus on customer communication and satisfaction. Proficient in managing support tickets and utilizing digital tools to enhance customer interactions.

Highest-signal resume keywords

Technical Support ExperienceSaaS BackgroundCustomer Relationship Management (CRM)Email and Chat CommunicationTicket Management Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingUser ManagementSession HandlingDigital Support ToolsCRM DocumentationPerformance Target AchievementContinuous Learning

Soft Skills

EmpathyProfessionalismCommunication SkillsCollaboration

Tools & Technologies

IntercomZendeskSlack

Industry Keywords

SaaSCustomer SupportTechnical IssuesCustomer Satisfaction24/7 Shifting Schedule

About the role

Key responsibilities & impact

Provide basic technical support to customers experiencing technical issues with their products or services.
Identify and troubleshoot technical problems, and provide timely, effective, and empathetic solutions.
Address key platform issues, focusing on our top call/ticket drivers: User management requests, Failed session handling, Troubleshooting overlay issues.
Communicate technical solutions to non-technical customers in a clear, concise, and easy-to-understand manner.
Escalate complex technical bugs and deep-rooted issues to higher-level team members as necessary.
Provide first-level support to assist with complex customer inquiries strictly via email and chat (no phone support required).
Interact with every customer with kindness, extreme professionalism, and a high level of empathy.
Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and provide additional support if needed.
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times to ensure customer satisfaction and loyalty.
Manage and triage tickets utilizing digital support tools (currently using Intercom, with an upcoming transition to Zendesk soon).
Document customer interactions and technical issues thoroughly in a customer relationship management (CRM) system.
Coordinate and communicate internally using Slack and proprietary internal communication tools.
Collaborate cross-functionally with other departments as needed to resolve customer issues.
Adhere to company policies and procedures.
Meet or exceed performance targets for related KPIs.
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
Perform other duties as assigned.

Requirements

What you’ll need

Minimum of one (1) year of experience in a technical support role.
Minimum of six (6) months of experience in a customer support role.
SaaS (Software-as-a-Service) background is an absolute must-have.
Good communication skills, both verbal and written, optimized for high-quality email and chat communication.
High proficiency in using computer applications and software.
Ability to work PST working hours and commit to a 24/7 shifting schedule (including night shifts and weekends).

Benefits

Comp & perks

Competitive Compensation
Retirement Savings Program with Company Matching to support your long-term financial goals.
Life insurance coverage.
HMO coverage starting on Day 1.
Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.
Paid time off plus birthday leave.
Opportunities for skills training and personal and professional development.
Employee Referral Program with rewards for successful referrals.