Senior Technical Support Advocate

Boldr

. Provide technical support to customers via phone, email, and chat, primarily email-based .

Posted 10/3/2026full-timeRemote • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for web-based and mobile applications, with a strong focus on customer satisfaction and effective communication. Proficient in using technical tools and methodologies to diagnose and resolve issues while collaborating with team members to enhance service delivery.

Highest-signal resume keywords

Technical Support ExperienceSaaS Product KnowledgeChrome DevTools ProficiencySQL and Database ExperienceConflict Resolution Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportWeb-Based ApplicationsMobile ApplicationsSaaS ProductsSQLREST APIsAnalytical SkillsAttention to DetailCreative Problem-SolvingMetrics-Driven Approach

Soft Skills

Customer Satisfaction FocusConflict ResolutionProactive AttitudeEffective CommunicationTeam Collaboration

Tools & Technologies

Chrome DevToolsREST APIsDatadogLog-Monitoring Software

Industry Keywords

Technical SupportCustomer ExperienceDynamic EnvironmentCustomer InsightsTeam Initiatives

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Provide technical support to customers via phone, email, and chat, primarily email-based
Respond to customer inquiries and alerts according to agreed SLAs
Diagnose, address, and resolve technical issues efficiently and accurately
Escalate complex issues to higher-level support
Keep current with changing technologies and adapt to process changes
Participate in training sessions to enhance technical skills and knowledge
Share knowledge with the team and assist in training new team members
Develop a deep understanding of client products and services
Respond promptly to customer service inquiries to ensure satisfaction
Collaborate with and support team members when assistance is needed
Take on additional tasks and responsibilities to meet team objectives
Execute team initiatives and collaborate on projects
Identify opportunities to contribute as the team grows
Gather customer insights and share them to improve customer education and experience

Requirements

What you’ll need

3+ years of technical support experience, primarily supporting customers via email and chat
General knowledge of how web-based and mobile apps work
Proven experience with technical, internet-based tools, including Chrome DevTools and REST APIs
General knowledge and experience of SaaS products
Ability to work US business hours, with flexibility based on operational needs
Analytical and critical thinking skills with strong attention to detail
Passion for client satisfaction and customer experience
Ability to thrive in a dynamic and evolving environment
Metrics-driven ability to handle a high volume of customer interactions
Strong conflict resolution skills and even temperament in challenging situations
Ability to understand and convey tone via written communications and explain complex technical solutions clearly
Creative problem-solving skills
Fact-based judgment, particularly in ambiguous situations
Proactive attitude and ability to work with limited supervision
Proficient in written and spoken English
Ability to support team initiatives and collaborate on projects
Ability to work remotely as part of a team with limited direction
General knowledge and experience of SQL and databases
Working knowledge of Datadog or other log-monitoring software