Technical Customer Support Specialist (SaaS) - Remote
Job Type: Full-time (40 hours/week)
Location: Philippines (Remote, Europe-compatible hours)
Salary: $8.00 - $8.50/hr
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Overview
We are seeking a proactive and detail-oriented Technical Customer Support Specialist to join a fast-growing SaaS startup that serves consultants handling complex software integrations.
The AI-powered support platform is used repeatedly throughout customer workflows, making reliability, fast issue resolution, and high-quality support critical to customer success and retention.
This role serves as the primary human escalation point for customer issues that cannot be resolved through an AI-powered support system. You will review support conversations, investigate technical issues, resolve problems when possible, and escalate confirmed product defects to engineering teams with clear documentation.
The ideal candidate is highly analytical, an excellent written communicator, and comfortable troubleshooting software-related issues independently. Strong judgment, critical thinking, and ownership are essential, especially when determining whether an issue is user-related, configuration-based, or a true product defect.
Key Responsibilities- Monitor and manage customer support tickets escalated from an AI-powered support platform
- Review customer conversations and support history to understand and diagnose issues
- Investigate and troubleshoot software-related problems independently
- Identify root causes including user error, configuration issues, or product defects
- Resolve customer issues directly whenever possible while maintaining a high standard of support quality
- Escalate confirmed technical bugs to engineering teams with clear documentation and reproduction steps
- Communicate updates and resolutions clearly and professionally to customers throughout the support process
- Maintain accurate ticket documentation while managing multiple support requests and prioritizing effectively
- Access customer accounts and environments to investigate reported issues
- Reproduce technical issues when possible to validate root causes
- Analyze logs, screenshots, and customer conversation history
- Distinguish between user error, configuration issues, and product defects
- Gather all necessary technical details before escalation
- Ensure investigation notes are complete, structured, and actionable for engineering
- Escalate verified product defects to engineering teams with complete documentation
- Provide clear reproduction steps and expected vs actual behavior
- Include customer impact and urgency in escalation reports
- Collaborate with engineering teams to clarify issues and track resolution progress
- Communicate updates back to customers in a clear and timely manner
- 3+ years of experience in SaaS customer support, technical support, customer success, or product support
- Strong written English communication skills
- Excellent troubleshooting and analytical thinking abilities
- Experience using ticketing systems (Zendesk, Intercom, Freshdesk, HubSpot, Pylon, or similar)
- Ability to independently investigate and resolve technical issues
- Strong organizational and multitasking skills
- Experience collaborating with engineering or technical teams
- Comfortable learning new software platforms quickly
- Strong customer empathy and professionalism
- Experience in B2B SaaS environments is a strong advantage
- Startup or high-growth SaaS experience
- Familiarity with bug tracking systems and engineering workflows
- Experience creating SOPs, knowledge base articles, or support documentation
- Exposure to AI-powered support tools or chatbot systems
- Experience identifying process improvements and support optimization opportunities
- Background in implementation support, customer success, or product support roles
What we offer:
- Fixed U.S. working schedule
- Fully remote role — work from anywhere
- Direct collaboration with U.S. small businesses and entrepreneurs
- Paid time off — 10 PTO days per year, plus 6 U.S. holidays off