Key Facts

Remote From:

Philippines

Full time

Mid-level (2-5 years)

English

Hard Skills

Other Skills

•
Curiosity
•
Verbal Communication Skills
•
Problem Solving

Roles & Responsibilities

2–4 years in a technical support or application support role at a SaaS company
Hands-on experience investigating issues across backend and cloud systems
Demonstrated ability to translate complex technical issues into actionable next steps
Familiarity with CRM, ERP, or other data-heavy software environments (preferred)

Requirements:

Partner with customers directly: understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity
Resolve technical issues: investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues
Go deep on logs and systems: use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior
Partner cross-functionally: collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes

SuperStaff

About SuperStaff

SuperStaff is a comprehensive outsourcing solutions provider dedicated to delocalizing your workforce, reimagining your systems and model, and putting cost savings to work to grow your enterprise. Founded in 2009, we launched our suite of services with technical specialist offerings like programming, design, and information technology. We’ve since expanded to add customer-facing services like customer support, and more recently, recruitment support. Led by a team of experts in outsourcing, we understand both the day-to-day challenges of business and how to address them as part of the big picture to support growing companies. Because successful outsourcing is about more than just reducing your overhead. It’s about breaking free of boundaries and adding real value through exceptional people and service. WHAT MAKES US DIFFERENT SuperStaff was established specifically to service our parent company in 2009. We grew as an extension of a family owned business and now service an enterprise that is the largest of its kind in the private sector. The company itself dates back to the 1930’s, but our utilization of technology leads the industry and reflects our focus on innovation which is our staying power. Because of our humble roots, we can connect with smaller businesses that want to grow and dominate their industries, because your story is our story too.

Company type: SME

Founded: 2018

Company size: 201 - 500

Website LinkedIn See all jobs →

Job description

We are hiring a Technical Support Analyst to join client's Customer Experience team. This person will be the frontline technical expert supporting client's CRM users. We’re looking for someone who loves problem-solving, thrives in ambiguity, and is comfortable navigating backend systems and distributed tools (e.g. Airflow, GCP, Kibana). This role will report to the Head of CX and work closely with Engineering, Product, and Customer Success.

What you’ll do:

Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity.
Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues.
Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior.
Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes.
Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally.
Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.

You'll be a great fit for this role if:

Customer Orientation: You understand that solving a customer’s issue means thinking beyond the ticket queue—it means driving product value and clarity.
Technical Problem Solving: Comfort investigating logs, debugging distributed systems, and understanding job flows and file-based integrations.
Communication Skills: Ability to clearly explain complex technical concepts to non-technical users—both written and verbal.
Curiosity: You ask why things work the way they do, dig deep into unfamiliar tools, and constantly look for better ways to solve problems.

Requirements

2–4 years in a technical support or application support role at a SaaS company
Hands-on experience investigating issues across backend and cloud systems
Demonstrated ability to translate complex technical issues into actionable next steps
Familiarity with CRM, ERP, or other data-heavy software environments (preferred)

Benefits