Technical Customer Support III, Coding/Scripting/AI Experience

Octal Technical Solutions

. Provide advanced technical and functional support for the company's solutions, resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.

Posted 10/27/2026full-timePasig City • PhilippinesJuniorMid-Level💰 ₱650,000 - ₱1,040,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical customer support within SaaS environments, leveraging CRM tools and SQL for effective issue resolution and process improvement. Proficient in utilizing AI-powered tools and automation solutions to enhance customer support efficiency and satisfaction.

Highest-signal resume keywords

Technical Customer Support ExperienceCRM Tools ProficiencySQL KnowledgeAI-Powered Tools UtilizationProblem-Solving Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SQLPythonAutomation WorkflowsCRM ConfigurationSoftware NavigationTroubleshootingData CodingTechnical SupportDocumentationKPI Management

Soft Skills

Communication SkillsMultitasking SkillsProblem-Solving Skills

Tools & Technologies

SalesforceZendeskJiraMicrosoft OfficeAI Knowledge Assistants

Industry Keywords

SaaS EnvironmentCustomer SupportEscalation ManagementWorkflow AutomationAI Governance

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Provide advanced technical and functional support for the company's solutions, resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.
Serve as the primary escalation point for customer support concerns, facilitate MBRs for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.
Document customer interactions, resolutions, and escalations while ensuring clear communication and accurate ticket management.
Stay current on the company's product updates, collaborate on support process improvements, and meet established KPIs for response time, resolution rate, and customer satisfaction.
Report to the Customer Support Performance Coach or Senior Customer Support leadership.
Leverage AI-powered tools, knowledge assistants, and automation solutions to improve troubleshooting efficiency, accuracy, and overall customer support experience.
Utilize scripts, queries (e.g., SQL), and automation tools to streamline repetitive support tasks, support issue resolution, and identify opportunities for workflow automation.
Contribute to AI knowledge bases, solution documentation, and the testing/adoption of new AI-driven support capabilities while ensuring compliance with company AI governance guidelines.

Requirements

What you’ll need

Minimum of 3 years of college education, preferably in Business, IT, or a related field.
2–4 years of technical customer support experience, preferably in a SaaS environment, with strong problem-solving, communication, and multitasking skills.
Experience with CRM and support tools (Salesforce, Zendesk, Jira) and troubleshooting in SaaS environments.
Proficient in Microsoft Office (Word, Excel, PowerPoint).
Knowledge of SQL and data coding and fixes.
Exposure to Python, SQL, automation workflows, and AI-assisted support tools.
Must be willing to work onsite during the first 90 days of training.
Supports US business operations and requires a fixed graveyard shift schedule.

Benefits

Comp & perks

Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
Health and Life Insurance
Standard Leave (Emergency, Sick, and Vacation)
Enjoy complimentary meals while you’re in the office.
Day 1 HMO coverage with up to two FREE dependents.
Retirement savings plan.
Night differential pay