Technical Support Engineer – Seasonal

🔥 16 hours ago

🇵🇭 Philippines – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 10%

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

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Serve as the first point of contact for Engineering and Integration requests • Review, categorize, prioritize, and triage incoming tickets against documented SLAs • Gather required request details, clarify customer needs, and route tickets to the correct owner and approval path • Handle new integration requests, integration access changes, and integration break/fix tickets • Troubleshoot integrations across Salesforce, MuleSoft, SaaS platforms, and custom integrations • Own break/fix integration tickets end to end and coordinate with engineers on deeper investigations or code changes • Document findings and resolutions as knowledge articles • Identify recurring problems, surface root causes, and partner with engineers on permanent fixes • Propose automation and improvements to intake, triage, and support processes • Own and curate the knowledge base, runbooks, and SOPs • Produce documentation and notes in Jira and Confluence • Build and run SQL queries and reports using Snowflake or similar databases • Help build, tune, and maintain AI-assisted intake and triage automation • Review AI tooling output, correct errors, and handle exceptions and edge cases • Use Claude, ChatGPT, Copilot, and similar AI tools for triage, documentation, research, and communication • Communicate with customers and stakeholders, clarify scope, provide status updates, and confirm resolution • Work independently, manage the queue, escalate appropriately, and collaborate with engineers, analysts, and stakeholders

🎯 Requirements

• 2+ years experience in a technical support, service desk, operations, or coordination role, ideally including exposure to ticketing systems and cross-team troubleshooting • Basic familiarity with integration and access concepts, such as OAuth, connected apps, permissions, and least-privilege, or a clear willingness to learn them • Prior experience in a help desk, service desk, or ticket-triage function • Bachelor’s degree in Information Systems, Business, or a related field; equivalent experience considered in place of a degree • Proficiency in Jira and Confluence • Proficiency in Microsoft 365 • Familiarity with Salesforce • Foundational troubleshooting ability across integrations, Salesforce, MuleSoft, SaaS platforms, and custom integrations, or demonstrated aptitude to learn quickly • Familiarity with SQL and Snowflake databases or similar • Comfort using AI tools such as Claude, ChatGPT, Copilot, or similar • Analytical mindset and ability to identify recurring patterns and root causes • Strong attention to detail and clear, consistent documentation and note-taking • Exposure to service management practices and SLA-driven support • Ability to follow SOPs and instructions accurately • Ability to review and triage tickets independently • Independent judgment and ability to know when to ask for help • Comfort working with ambiguity and incomplete information • Ability to communicate with customers through a ticketing system, follow up reliably, and meet documented SLAs • Outstanding written communication skills and customer-service orientation

🏖️ Benefits

• Seasonal contract from Oct. 12 (or earlier) to Dec. 31, 2026 • Remote work setup • BYOD equipment arrangement