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Senior Technical Support Advocate

3 weeks, 5 days ago
Philippines
Mid Level
Technical Support Engineer
Customer and Technical Support
JIRA
Apply Now
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016
View All Jobs 8

Description

  • Provide technical support to customers via email and other written channels with no phone support.
  • Respond to customer inquiries and alerts in a timely, professional manner while managing a high-volume ticket queue.
  • Triage tickets to determine whether issues are resolvable user problems or product bugs.
  • Escalate confirmed product bugs to the engineering team with clear and complete documentation.
  • Use AI-assisted support tools to help draft and speed up responses.
  • Stay current with changing technologies and adapt quickly to process changes.
  • Participate in training sessions to build technical skills and product knowledge.
  • Share knowledge with the team and help train new team members.
  • Develop a deep understanding of the client’s product and mobile app to provide accurate support.
  • Collaborate with cross-functional teams to clarify expected product behavior versus reportable bugs.
  • Take on additional tasks or responsibilities as needed to meet team objectives.

Requirements

  • 3+ years of technical support experience, ideally in a SaaS environment.
  • Experience supporting customers primarily via email and other written channels.
  • Strong written communication skills, including the ability to convey tone accurately in writing.
  • General knowledge of how web-based and mobile applications work.
  • General knowledge and experience with SaaS products.
  • Experience using ticket-tracking tools such as Zendesk and Jira.
  • Ability to triage issues and decide when to resolve directly versus escalate to engineering.
  • Ability to ramp quickly into a new technical product and reach full productivity within 3-4 months.
  • Metrics-driven mindset with the ability to handle a high volume of customer interactions.
  • Creative problem-solving skills and strong judgment in ambiguous situations.
  • Proactive, independent work style with the ability to work with limited supervision.
  • Ability to thrive in a dynamic and evolving environment.
  • Proficiency in English, written and spoken.
  • Comfort adopting AI-assisted workflows in day-to-day support.
  • Proven ability to work remotely as part of a team with little direction.

Interested in this position?

Apply directly on the company website

Apply Now

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