Level 2 Technical Support Specialist

We are looking for an experienced Level 2 Technical Support Specialist to provide high-quality technical support for a B2B SaaS platform serving Australian clients.

In this role, you will manage customer interactions across phone, email, and live chat, troubleshoot technical issues, maintain support SLAs, reduce backlog, and collaborate with Product and Engineering teams on complex technical cases.

You will also support the optimization of AI-powered support workflows and contribute to the client’s Knowledge Base and technical documentation.

Key Responsibilities

• Customer Support & Queue Management
• Manage customer interactions across Phone, Email, and Live Chat during the Melbourne business day.
• Review, categorize, prioritize, assign, and update incoming tickets on the same business day.
• Maintain an organized queue and ensure there are no unassigned tickets.
• Resolve Level 1 and Level 2 technical issues related to account permissions, platform configuration, user workflows, and data integrations.
• Provide clear, professional, and empathetic communication to B2B customers.
• Backlog Management & SLA Performance
• Execute the agreed 30/60/90-day backlog reduction plan.
• Review and resolve historical tickets while maintaining service quality.
• Meet the required support SLAs, including:
• Phone: Answer 90% of inbound calls within 60 seconds and provide callbacks within 10 minutes when necessary.
• Email: Maintain a First Response Time below 4 hours.
• Live Chat: Respond within 60 seconds initially and maintain less than 120 seconds between responses.
• Accurately log daily hours, ticket progress, and task activities in ClickUp.
• Technical Troubleshooting & Escalations
• Investigate and troubleshoot complex SaaS technical issues.
• Reproduce reported bugs and collect relevant technical information, environment logs, and diagnostic evidence.
• Prepare structured technical escalations for the Product and Engineering teams.
• Troubleshoot issues involving user authentication, permissions, integrations, data synchronization, and browser-related problems.
• Use browser Developer Tools and Network tools when required for technical investigation.
• AI Support & Knowledge Management
• Support the Team Leader and Fin AI Specialist in managing Intercom Fin AI support workflows.
• Monitor AI escalations and identify gaps or inaccurate responses.
• Document recurring technical solutions and workflow updates.
• Contribute to the development and maintenance of Knowledge Bases, client playbooks, Freshdesk, and Intercom documentation.

Requirements

• Technical Experience
• 2+ years of dedicated Level 2 Technical Support experience, preferably within B2B SaaS environments.
• Hands-on experience with Freshdesk, Intercom, Zendesk, or similar helpdesk platforms.
• Strong understanding of SaaS web applications and technical troubleshooting.
• Knowledge of REST APIs, authentication, permission structures, integrations, and data synchronization.
• Experience using browser Developer Tools and Network troubleshooting tools.
• Experience with ClickUp, Jira, or similar task management platforms.
• Communication Skills
• English proficiency at B2+ or C1 level, both written and spoken.
• Excellent professional communication skills, particularly in customer-facing phone interactions.
• Ability to communicate complex technical information clearly and professionally.
• Strong problem-solving, organization, and prioritization skills.
• Ability to remain structured, professional, and empathetic when handling high-volume or complex customer interactions.
• Security & Compliance
• Use individual named accounts only; shared logins are not permitted.
• MFA must be enabled for all required systems and tools.
• Follow the Australian Privacy Act 1988 and the applicable Australian Privacy Principles (APPs).
• Client data must not be downloaded to personal or local devices.
• Client information must not be entered into unapproved AI tools or applications.
• Follow all required workstation, security, and data protection procedures.

What We Are Looking For

We are looking for someone who combines strong technical troubleshooting skills with excellent customer service and communication. The ideal candidate is proactive, highly organized, comfortable working with SaaS platforms, and able to manage multiple support channels while maintaining strict service and security standards.

Work experience

No experience

Language proficiency

English – (Upper-Intermediate (B2))

Country

The Philippines