Technical Customer Support Specialist

🔥 7 minutes ago

🌐 Singapore, Thailand, +7 more countries – Remote

🇸🇬 Singapore – Remote 🇹🇭 Thailand – Remote 🇻🇳 Vietnam – Remote 🇭🇰 Hong Kong – Remote 🇮🇩 Indonesia – Remote 🇲🇾 Malaysia – Remote 🇵🇭 Philippines – Remote 🇮🇳 India – Remote 🇹🇼 Taiwan – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Hupo

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🤖 Artificial Intelligence

☁️ SaaS

🛡️ Insurance

Artificial Intelligence • SaaS • Insurance

Hupo is an AI-first company (founded in 2022) that builds a full-stack, software platform to coach and upskill frontline financial advisors and insurance distributors. Using AI to restore confidence, accelerate learning, and improve sales performance, Hupo targets Wealth & Insurance distribution and sells enterprise-grade coaching and productivity tools designed to reduce early rep churn and accelerate mastery. The company emphasizes remote, high-autonomy culture and positions its product as an AI-powered engine for enterprise clients in financial services and insurance distribution.

📋 Description

• Own incoming customer support requests through the customer support platform • Send the first response to every ticket within the agreed response time • Gather client, environment, affected-user, reproduction, screenshot, browser, device and session information • Resolve common issues using the knowledge base • Help clients with access, configuration and platform questions • Troubleshoot SSO, SAML, user provisioning, roles, permissions, browser, connectivity, firewall, latency, LMS and SCORM issues • Escalate code, infrastructure and deeper technical issues to the Support Engineer, Engineering or Product • Log Engineering and Product issues in Jira with clear summaries, priorities and troubleshooting details • Define and maintain ticket routing rules, priorities and tags • Keep support tickets and Jira statuses synchronized • Track escalations, follow up with owners and confirm fixes with clients • Provide response-time updates and manage client communications during incidents • Share root-cause analyses with clients when available • Join client calls for escalations, incident debriefs and support reviews • Report weekly on ticket volume, response times, issue categories and recurring issues • Build and maintain the client and internal knowledge base and help center • Develop AI-powered answers and improve support processes and documentation

🎯 Requirements

• 2–4 years of experience in customer support or technical support at a B2B SaaS company, ideally supporting enterprise clients • Working knowledge of SSO and SAML, user provisioning, roles and permissions, and troubleshooting sign-in issues • Comfort with browser, permission and network basics, including firewalls and network whitelisting • Clear written communication skills for client-facing updates and incident notices • Structured approach to gathering troubleshooting information • Experience using Jira and a customer support or helpdesk tool • Strong ownership and follow-through, including chasing updates, keeping clients informed and confirming fixes before closing tickets • Willingness to work directly with clients’ IT teams and join client calls when needed • Experience with Gleap or a comparable in-app support and help-center tool is a nice-to-have • Familiarity with WebRTC, real-time audio or speech-to-text systems is a nice-to-have • Familiarity with LMS or SCORM integrations is a nice-to-have • Experience supporting enterprise clients in banking, financial services or insurance is a nice-to-have • Experience supporting an LLM or AI product in production is a nice-to-have • Experience building a knowledge base or leading or mentoring a support team is a nice-to-have

🏖️ Benefits

• Fully remote work arrangement • Full-time employment • Opportunity to grow into a leadership position • Opportunity to shape Hupo’s customer support function • Opportunity to build processes, documentation, knowledge base, help center, and AI-powered answers

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume