Technical Support Representative – B2B SaaS

🕒 September 9

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 22%

What it means: how likely this posting is sitting open without active hiring.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.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• Provide basic Tier 1 technical support to customers experiencing technical issues with products or services • Deliver omnichannel technical assistance to B2B customers via live chat and email • Guide clients through platform functionality, including configuring audiences, newsletters, images, and other core product features • Resolve “how-to” questions and platform usage inquiries using knowledge bases and client documentation • Manage support queues on Zendesk, independently handling routine queries and routing complex issues to internal Tier 2 teams • Document customer interactions and technical details in a CRM system • Follow up after resolution to verify customer satisfaction • Coordinate with colleagues on Slack • Escalate recurring customer feedback to product and engineering teams • Meet or exceed targeted KPIs, performance metrics, and Service Level Agreements (SLAs)

🎯 Requirements

• At least 6 months of experience in a dedicated technical support role • Direct, hands-on experience supporting B2B SaaS platforms • Excellent verbal and written skills, with the ability to explain technical solutions to a non-technical audience clearly • Foundational to proficient understanding of SaaS platforms and basic technical troubleshooting • Strong problem-solving skills and the ability to manage multiple support tickets simultaneously in a fast-paced environment • Prior experience using Zendesk and Slack in a daily workflow (preferred) • Hands-on experience documenting customer interactions within a CRM system (preferred) • Familiarity with email marketing tools, audience segmentation, or content management settings (preferred) • Availability for a fixed Monday–Friday schedule aligned with US EST business hours • Bring-Your-Own-Device (BYOD)

🏖️ Benefits

• HMO activated starting on your very first day • One dependent covered upon regularization and a second dependent added after one year of service • Full Life Insurance Coverage • Retirement Savings Program with company matching • Paid Time Off (PTO) package • Birthday Leave • 100% remote work setup anywhere in the Philippines • Fixed Monday through Friday work schedule aligned with US EST business hours