SaaS Technical Support Specialist

About the role
Our client is a global property-management software company. Theyre looking for experienced SaaS technical support professionals to work their toughest technical issues hands-on and then help the support team get better at them. Youll investigate escalations with SQL and API tools find root causes and explain clearly what you found so that others can solve the next one themselves.

This isnt a trainer role. Were looking for hands-on support professionals who can explain their technical work clearly.

What youll do

• Handle complex escalations for a SaaS platform from investigation through root-cause analysis to resolution.
• Write SQL queries to look into data issues and system behavior.
• Troubleshoot API and integration failures by reviewing logs payloads and error responses.
• Build scripts and automations in Python or similar that make support faster.
• Walk teammates through how you solved an issue and turn fixes into clear guides and knowledge-base articles.
• Spot recurring issues and suggest improvements to the product or the support process.

Senior level also:

• Coach a small group of support agents about 1 coach to 5 on quality and performance metrics.
• Run performance conversations including KPI reviews and improvement plans.
• Design AI-assisted or agentic workflows for the support team.

What you bring

• 2 years of recent hands-on SaaS or application support at L2 or L3 level.
• Strong SQL skills: you write your own queries to investigate issues.
• Experience troubleshooting APIs (REST JSON Postman or similar).
• Real scripting experience in Python PowerShell Bash or similar.
• The ability to explain technical problems clearly and logically to both technical and non-technical people.
• Willingness to work onsite in Pasig on a night shift.

Senior level also:

• 1 year of coaching mentoring or team-lead experience in a technical support team.
• Experience owning team KPIs or quality metrics.

Nice to have

• Experience with property-management accounting or CRM software.
• A software development background.
• Experience building AI tools or automations such as chatbots or ticket triage.