Customer Support Specialist (Tech)

We are working with a fast-growing global SaaS technology company that helps some of the world’s largest brands manage and standardise their marketing data.

They’re now looking to add a Customer Support Specialist in the Philippines as they continue to grow their international customer base.

This isn’t a traditional call-centre customer service role. They’re looking for someone who enjoys getting under the hood of a problem, figuring out what’s gone wrong and then explaining the solution clearly to the customer.

You don’t need to be a software engineer, but you do need to be technically curious and comfortable investigating issues across SaaS platforms, data and integrations.

What you’ll be doing

• Managing and investigating customer support tickets from enterprise clients
• Reproducing technical issues and working out the root cause
• Using tools such as SQL to investigate data and validate what is happening
• Troubleshooting platform, browser, front-end and integration-related issues
• Clearly documenting issues so Product and Engineering teams can investigate when required
• Keeping customers updated in simple, clear English throughout the process
• Working closely with Customer Success, Product and Engineering teams
• Identifying recurring problems and helping improve processes, documentation and the overall customer experience
• Building strong knowledge of the platform and becoming someone customers and internal teams can rely on

What they’re looking for

Ideally you’ll have around 3+ years’ experience in technical customer support, SaaS support or another client-facing technical environment, particularly supporting business or enterprise customers.

Experience with some of the following would be particularly useful:

• SaaS or cloud-based platforms
• SQL and investigating data
• APIs, integrations or connected platforms
• Technical troubleshooting and root-cause analysis
• Support ticketing systems such as Zendesk
• Working alongside Product or Engineering teams
• HTML/CSS/JavaScript knowledge or an understanding of front-end issues
• Marketing technology platforms such as Adobe, Salesforce, Meta or Google Campaign Manager

You definitely don’t need to tick every box. More important is that you are naturally curious, comfortable learning technology and enjoy solving problems rather than simply passing tickets to somebody else.

Communication is a big part of the role.

You’ll be supporting international enterprise customers, so strong written and spoken English is important. You should be able to take something relatively technical and explain it calmly and simply to someone who may not have a technical background.

The company is Claravine, a US-based SaaS business whose platform helps organisations standardise and connect marketing data. Around a quarter of the Fortune 100 use its technology, and the business operates as a global, remote-first team.

It’s a really interesting opportunity for someone in the Philippines who already has good SaaS support experience and wants to move into a more sophisticated international technology environment, working with major global clients rather than traditional outsourced customer service.