Taking applicationsTechnical Support·Posted 14h ago
Technical Support Specialist (Philippines)
HireframeVerified company
Philippines
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
Philippines
EnglishMid level
About the role
Tier 2 technical support role handling hardware and connected-device troubleshooting by phone, email and SMS, plus coordinating field visits and escalations to Engineering. It is a Philippines-based remote position that requires prior experience working US hours and offers permanent remote work with paid time off and annual bonuses.
What you'll do
- Troubleshoot known product issues using company procedures and diagnostic tools
- Ask diagnostic questions, document findings and determine next steps
- Own assigned cases through resolution with timely customer updates
- Coordinate customers, service partners and internal teams for field visits
- Escalate complex issues to Engineering with clear findings
- Maintain accurate case records in Zendesk, Jira and other systems
- Identify recurring issues and improve troubleshooting procedures and documentation
- Work with Customer Experience, Field and Engineering teams
What you'll need
- 3+ years in customer-facing technical support or remote troubleshooting
- Must have prior US-hours experience
- Experience building or standardizing processes such as SOPs, macros or knowledge base
- Comfortable talking to non-technical end users and engineers
- Individual contributor with seniority
- Hardware, connected devices, appliances or field service experience a plus
- Spanish/English bilingual strongly preferred
- HVAC experience nice to have
Skills
Technical troubleshootingDiagnostic toolsZendeskJiraCustomer communicationEscalation managementProcess documentationSpanish (preferred)
Benefits
Permanent remote workPaid time offPerformance bonusDedicated coachesCareer growth
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