Technical Support Agent I
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Support Agent providing T1 support for Harver’s automated talent decision platform. Investigating SaaS issues, managing tickets, and escalating complex cases.
Responsibilities:
- Provide first-level technical support by investigating, troubleshooting, and resolving product, access, process, and other support issues
- Apply critical thinking and technical judgment to evaluate information, identify likely causes, determine needed additional information, and select the appropriate next step
- Drive assigned issues to resolution by maintaining case ownership, completing follow-ups, keeping stakeholders informed, and ensuring issues progress
- Perform T1 support and operational activities using established tools and procedures, including routine account, access, data, and basic break/fix support
- Identify when additional expertise or access is required and escalate effectively with relevant context, investigation details, and required information
- Stay current on product changes, functionality, known issues, fixes, and learnings to improve support quality and team effectiveness
- Manage priorities across multiple support queues
- Contribute to product launches, service changes, high-volume periods, critical situations, and evolving business requirements
Requirements:
- 1-3 years of hands-on experience in technical, application, SaaS, product, or help-desk support, with direct responsibility for investigating and resolving user-reported issues
- Demonstrate troubleshooting and problem-solving skills, with the ability to assess information, identify appropriate next steps, and continuously develop technical and product knowledge
- Experience working with ticketing, knowledge-management, or issue tracking systems
- Experience with Zendesk, Jira, and Confluence is preferred
- Able to learn new products, tools, and support processes quickly and adapt to changing technical and business requirements
- Strong written and verbal English communication skills, with the ability to explain technical information clearly to users with varying levels of technical knowledge
- Punctual and amenable to work shifting schedules including weekends, holidays, and overtime if needed
- Bachelor's degree in computer science, Information Technology, or another similar discipline is preferred
- Alternatively, a combination of certifications with considerable and/or related professional experience will be considered
Benefits:
- A competitive base salary and great incentive program
- 13th-month pay
- Government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG contributions
- HMO / Healthcare coverage
- Paid time off and applicable statutory leaves
- Night shift differential, holiday pay, and overtime pay, where applicable
- Remote-first culture
- Development opportunities
Similar Jobs
Technical Support Analyst
Analista de Atendimento Técnico apoiando programas oncológicos da Funcional Health Tech. Visitando instituições, treinando enfermeiras e monitorando pacientes e eventos adversos.
Customer Support Analyst – B2B
B2B Customer Support Analyst supporting Terra Mobility’s intercity travel SaaS systems. Troubleshooting users, integrations, APIs, and service indicators.
HVAC Technical Support Analyst III
Technical Support Analyst III supporting commercial HVAC customers, sales representatives, and service groups for Daikin Applied. Managing Salesforce cases, warranty support, training, and product-quality improvements.
Enterprise Technical Support Advisor
Enterprise Technical Support Advisor supporting Quest Software customers with Microsoft migrations. Troubleshooting mail, Teams, SharePoint, OneDrive, and enterprise platform-management issues.
Analista de Soporte a Producción Avanzado – L2, Operaciones
Analista L2 soportando aplicaciones críticas 24x7 en producción para Stefanini, empresa global de tecnología. Resolución de incidentes, monitoreo, RCA y automatización operativa.
Customer Support Engineer
Customer Support Engineer at Embraer, supporting aircraft operators and maintenance teams. Analyzing aeronautical systems, coordinating repairs and retrofits, and delivering technical training.
Cloud Support Engineer
Cloud Support Engineer escalating and resolving complex issues on Akamai’s distributed cloud and edge platform. Partnering with SRE, Product, and Incident teams while strengthening customer support expertise.
Senior Software Engineer, Community Support Engineering – Agent Core Products
Senior Software Engineer building Airbnb’s community-support web products for global hosts and guests. Developing frontend components, server-side APIs, and AI-driven support features.
L2 Support Engineer
L2 Support Engineer resolving complex Zendesk escalations for Progress Partners’ global SaaS and mobile platforms. Auditing L1 support quality and improving workflows across remote, distributed teams.
Technical Writer, Program Support Analyst
Technical Writer and Program Support Analyst at an employee-owned federal contractor supporting defense programs. Creating financial, acquisition, and program documentation while analyzing budgets and coordinating stakeholders.
Technical Analyst
Technical Analyst supporting a UK-based managed service provider from the Philippines. Covering overnight Service Desk operations, Windows server patching, monitoring alerts, and escalations.
IT Support Engineer, L2
IT Support Engineer L2 managing escalations, access governance, and SaaS administration for Fundraise Up’s nonprofit fundraising platform. Automating IT operations, handling security incidents, and mentoring L1 support remotely from Argentina.
Infrastructure and Support Analyst
Analista de infraestrutura e suporte administrando servidores Windows, redes corporativas, identidades e segurança. Atuando em suporte L2/L3 e automação de rotinas de TI para empresa em Belo Horizonte.
L2 Support Engineer – Endpoint
L2 Endpoint Support Engineer maintaining SOFTSWISS’s global Windows/macOS infrastructure. Administering endpoint, identity, collaboration, automation, and security systems for distributed teams.
Vehicle Support Engineer
Vehicle Support Engineer supporting INEOS Grenadier aftersales, diagnostics, repairs, and customer satisfaction. Improving retailer, fleet, supplier, and technical-service capabilities across the western region.
Technical Support, Guest Experience Specialist
Technical support specialist managing venue issues and guest communications for Immersive Gamebox, a social gaming experiences company. Driving fast, consistent support and guest satisfaction across venues.
Application Support Analyst – MST/PST Time Zone
Application Support Analyst supporting Medlogix’s medical claims solutions through SQL-based troubleshooting and configuration. Monitoring workflows, resolving incidents, and improving enterprise application processes remotely in MST/PST time zones.
Technical Support Analyst – HVAC, Chillers
Daikin Applied HVAC technical support analyst advising sales teams, customers, and service groups on commercial chillers. Managing Salesforce cases, warranty requests, training, and product-quality improvements.
Technical Support Analyst – Commercial HVAC
Technical Support Analyst advising commercial HVAC customers and service teams for Daikin Applied. Managing Salesforce cases, warranty support, training, and product-quality improvements.
Junior Support Analyst
Analista de Suporte Jr prestando suporte técnico de primeiro nível a sistemas e serviços digitais na Spassu. Registrando incidentes, apoiando testes e atualizando documentação técnica.