Support Engineer

• Analyze, report and escalate as needed all electronic Data interchange systems to ensure compliance with applicable controls and standards.
• Deliver final compliance reports and documenting results.
• Track and address issues that trigger financial chargebacks.
• Support and promote changes and enhancements to existing and new transaction mappings.
• Assist with training personnel in EDI support activities.
• Process POs as needed and communicate with vendors on EDI and logistics matters.
• Logistics support by reviewing freight invoices and researching suitable changes.

Compliance Support, EDI Analyst

• The Application Support Analyst role is responsible for second and third level support and maintenance of managed Datacom client applications through its lifecycle.
• This role includes day-to-day incident and problem management across multiple clients in the Application Management team.
• The Application Support Analyst will communicate with the client, and the internal Application management teams within the specified timeframe that meets specifications and/or SLAs.
• This role ensures all work aligns to Datacom's standards and guidelines.

Application Support Analyst

• Lead and coordinate a team of Application Support Analysts
• Manage ticket queues, workload allocation, and service performance
• Act as the primary offshore contact for the Application Delivery Manager (ADM) and onsite leads
• Ensure effective handover and collaboration across a global delivery model (Australia & Philippines)
• Provide day-to-day technical guidance, coaching, and mentoring to support analysts
• Act as the escalation point for complex or high-impact incidents and service requests
• Ensure consistent application of troubleshooting methodologies, runbooks, and best practices
• Support knowledge development and uplift capability across the offshore team
• Perform and support advanced triage, including issue validation, isolation, and analysis
• Take ownership of more complex incidents, defects, and service requests, including:
• - Deep-dive troubleshooting
• - Cross-system issue investigation
• - Coordination with upstream/downstream systems
• Assist with or directly complete complex fulfilment activities, including configuration changes and data-related tasks
• Monitor SLA performance and ensure timely resolution of incidents and requests
• Drive consistency in ticket handling, categorisation, and escalation
• Ensure adherence to ITIL processes (incident, problem, and change management)
• Maintain high-quality documentation and knowledge capture standards
• Identify recurring issues and contribute to problem management and root cause analysis
• Drive improvements in workflows, automation opportunities, and support processes
• Promote proactive resolution and reduction of repeat incidents

Lead Support Analyst – Team Lead

• Help customers understand the platform and the tools that can help them propel their business forward.
• You will work directly with end users to address questions or technical issues.
• Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support).
• Work cross functionally to explain issues and escalate as needed.
• Train customers on capabilities within the platform/product and best practices.
• Create the best customer experience in the industry.

Senior Technical Support Analyst, SaaS

• Respond to customer inquiries through live chat with professionalism and speed
• Provide technical troubleshooting for product features, integrations, and platform functionality
• Handle phone and email support requests when needed to ensure comprehensive coverage
• Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity
• Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features
• Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems
• Document recurring issues and system bugs, escalating them to appropriate internal teams
• Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers
• Maintain a professional yet personable tone across all customer touchpoints
• Follow internal support procedures and quality guidelines to deliver consistent service
• Meet or exceed quality standards set by internal teams and client assessments

Technical Support Specialist

• Build and expand upon our professional excellence in support service to all customers
• Ensure customer delight by meeting or exceeding internal KPI targets and expectations
• Play a pivotal role in keeping businesses running smoothly & securely
• Maintain a professional, courteous, and customer-first attitude while working on chats, phones & tickets

Technical Support Engineer

• Monitor customer infrastructure and cloud platforms.
• Respond to alerts, incidents and service requests.
• Perform first-line troubleshooting across Microsoft technologies.
• Escalate issues with clear technical notes.
• Complete daily operational health checks.
• Produce knowledge articles and documentation.
• Deliver excellent customer service.
• Participate in shift handovers and continual improvement.
• Learn new technologies through mentoring and certification.

Junior Support Analyst – Secure Network Operations Centre

• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions to hardware and application-based issues
• Determine best solution based upon the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support when needed
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
• This position will function as an extension of the business, working with end users implementing solutions for Cloud Based platforms and infrastructure.

IT Support Technician

• 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.

SaaS Technical Support Specialist – Email & Chat

• Provide basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provide timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Ensure accurate ticket triaging
• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide excellent customer service to ensure customer satisfaction and loyalty
• 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
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Technical Support Representative

• Own customer-facing documentation: specifications, functional and technical requirements, SOPs, and runbooks.
• Produce clean, structured As-Is and To-Be process maps and workflow diagrams.
• Create visually clear design documents for AI Agents and automation workflows.
• Lead discovery and requirements gathering sessions across clients and internal teams.
• Translate business needs into detailed requirements, user stories, and workflows.
• Build traceability between requirements, processes, and solution designs.
• Work directly with US-based stakeholders — excellent English communication is essential.
• Run documentation walkthroughs, requirements reviews, and mapping workshops.
• Act as a bridge between business, engineering, and automation teams to ensure alignment.
• Improve documentation standards, templates, structure, and visual clarity.
• Review and enhance documents created by the wider team, raising overall quality.
• Advocate for clarity, structure, and analytical thinking across all deliverables.

Technical Business Analyst

• Maintain clear, up-to-date documentation for architecture, processes, and product decisions, under guidance from the Senior Agentic AI Lead
• Support day-to-day development tasks using Claude Code, Postgres, and Rust, with growing autonomy over time
• Assist with testing — running regression checks, logging bugs, and verifying fixes
• Keep the GitHub repository organized: clean commits, clear pull requests, and up-to-date changelogs
• Manage tickets and workflow hygiene in Jira alongside the rest of the pod
• Help coordinate UI build-out and updates via Loveable
• Support the SLM Trainer with basic data preparation and organization tasks as needed
• Take notes and produce clear summaries from technical discussions for the wider team and client
• Flag anything that looks like a risk, bug, or gap early so senior members of the pod can address it

Junior Developer, Documentation & Support

• Provide post-sale technical support to customers and partners
• Assess and document reported customer issues
• Formulate and communicate resolution plans
• Gather necessary information and resources
• Investigate and reproduce case scenarios
• Provide clear customer responses and document corrective actions

Technical Support Engineer II

• Monitor and respond to incoming customer inquiries through calls, emails, and chats.
• Perform basic product troubleshooting using information from public documents and limited to business unit products.
• Explain product specifications and product features to customers.
• Gather, collect, organize, and send electronic copies of documentation to the customers.
• Identify project ideas and opportunities that support continuous improvement initiatives

• Provide first-line technical support to customers via phone, tickets, and live chat
• Support Danish and English speaking customers across multiple communication channels
• Engage with customers clearly, professionally, and with empathy
• Identify what the customer is trying to achieve and determine the nature of the issue
• Gather relevant information, including the steps already taken by the customer
• Attempt to reproduce reported issues where appropriate
• Analyse symptoms and, where possible, identify the underlying problem
• Provide relevant troubleshooting steps, guidance, or solutions
• Direct customers to suitable help articles or product documentation
• Communicate clearly and follow up with customers until issues are resolved or escalated
• Escalate unresolved or more complex issues to second-line support with accurate notes and supporting detail
• Monitor for and proactively identify potential or emerging customer-impacting issues
• Participate as an active member of the regional and wider global support team
• Share recommendations for improving customer experience, internal processes, and support quality
• Stay up to date with product, process, and operational communications that impact the support organisation

Danish/English Speaking Technical Support Agent – Business to Business

• Become the go-to expert for our clients.
• Own client communication, building rapport, managing expectations.
• Manage your ticket queue with precision.
• Contribute to a knowledge base that actually works.
• Act as a liaison between clients and vendors.
• Collaborate across the team in weekly meetings and team-led trainings.
• Lead by example, upholding our commitment to accountability and stellar customer support.

Tier 3 Technical Support Engineer

• Providing Technical Support in analysis to the UpGuard Community and staff globally while providing world-class enterprise support for our customers.
• Responsible for all technical inquiries, including collaborative and cross-departmental escalations with our security committee and engineers.
• Responsible for developing, maintaining, and updating the internal knowledge base, while contributing to the external knowledge base by providing content suggestions, revisions, and ongoing support if needed.
• Upskilling and educating our community on how to maximize their success within our platform.
• Manage communications with our security engineers and customers on ticket escalations and bugs.
• Analyze, investigate, and explain how customers can remediate risks as identified via the platform. This includes using internal and external tools to verify and explain identified risks.
• Advocate on behalf of UpGuard Community with the product team to implement features, improvements, and analysis.
• Create and innovate using AI and cutting-edge technologies.

Technical Support Analyst

• Respond to customer issues by phone, email, and ticketing system
• Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug
• Resolve Tier 1/2 issues directly when possible
• Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed
• Own the support queue in Zendesk
• Keep customers updated so nothing disappears into a black hole
• Spot repeat issues and surface them to improve the product, onboarding, and help docs
• Contribute to FAQs and short walkthroughs

Technical Customer Support Specialist

• Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.
• Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
• Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.
• Identify patterns in support requests to address root causes, anticipate user needs, and improve the product.
• Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.
• Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Consults with users to determine appropriate hardware and software needs.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions
• Support other team members to ensure program success

Support Engineer jobs in Philippines

See all jobs on JobTailor

Compliance Support, EDI Analyst

Application Support Analyst

Lead Support Analyst – Team Lead

Senior Technical Support Analyst, SaaS

Technical Support Specialist

Technical Support Engineer

Junior Support Analyst – Secure Network Operations Centre

IT Support Technician

SaaS Technical Support Specialist – Email & Chat

Technical Support Representative

Technical Business Analyst

Junior Developer, Documentation & Support

Technical Support Engineer II

Technical Support Engineer II

Danish/English Speaking Technical Support Agent – Business to Business

Tier 3 Technical Support Engineer

Technical Support Analyst

Technical Customer Support Specialist

Technical Support Engineer

Technical Support Advocate, T1