Technical Customer Success Specialist

Cloud Employee, is a UK-owned Philippines business established 8 years ago. We connect high-performing software engineer talent in the Philippines with some of the world’s leading and most innovative tech companies. Developers join to work from the Philippines as part of international engineering teams and grow their CV and skill-set. ‍

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We pride ourselves on being a supportive, cutting-edge workplace that continuously invests in staff development, engagement, and well-being. We provide security, career paths, individual training programs, and mentoring.

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This role is centered on delivering responsive, high-quality technical support for a cloud-based SaaS platform. The successful candidate will act as a frontline problem solver—identifying bugs, resolving user issues, and ensuring a seamless user experience.

Our client is a fast-growing technology company with a strong presence across multiple international locations. They specialize in developing cloud-based business platforms that revolutionize how businesses source and manage talent for project delivery. Their innovative solutions cater to industries like energy, engineering, procurement, and construction. With a diverse and multicultural team, the company is committed to building the next generation of digital products and features that drive operational efficiency and market leadership.

• Respond to user queries via Intercom (chat/email), focusing on issues unresolved by the AI bot.
• Triage incoming tickets to determine if the issue is user error, a system bug, or requires developer input.
• Gain a deep understanding of the company UI to provide effective troubleshooting.
• Document recurring issues clearly to aid in internal technical handovers and product improvements.
• Collaborate with globally distributed teams (UK/UAE/remote), particularly developers and product managers.
• Contribute to product reliability and customer satisfaction through accurate and empathetic support.

• Strong technical aptitude; able to understand and support a SaaS platform (no coding required).
• Excellent written and spoken English communication.
• Experience handling support tickets in tools like Intercom or similar platforms.
• Strong troubleshooting skills, with logical thinking and attention to detail.
• Effective problem-solving and logical thinking under time constraints.
• Comfortable working independently and remotely.
• Ability to quickly learn and retain product knowledge (2–4 week ramp-up expected).

• Prior experience in SaaS or tech support roles.
• Familiarity with Hubspot or similar CRM/project tools.
• Understanding of customer journey and user experience principles.
• Exposure to cross-functional, multicultural work environments.

• Competitive Salary.
• Benefits package include HMO, training allowance, gym or food allowance, educational assistance for dependents, and more.
• An annual salary increase, as laid out in the contract.
• Free food and drinks are provided during virtual events.
• Company trips.