Product Support Specialist
Product Support Specialist
EviSmart | Global Continuity Team • On-site • Full-Time • Night Shift
We're looking for a Product Support Specialist who can help customers resolve software issues and keep their operations running.
Our customers are dental labs and dentists around the world who rely on our software every day. When something isn't working, we need someone who can understand the problem, find a practical solution, and keep the customer informed.
What You'll Do
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Assist customers with software issues, questions, and troubleshooting.
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Understand how our products work and how customers use them.
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Find temporary workarounds when an immediate fix isn't available.
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Manage support tickets and follow through until issues are resolved.
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Work with Technical Support and Engineering teams on more complex issues.
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Provide clear and timely updates to customers during incidents.
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Identify recurring problems and help prevent them from happening again.
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Help improve our support processes and knowledge resources.
What We're Looking For
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Experience in software product support, application support, or SaaS customer support.
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Strong problem-solving skills and the ability to troubleshoot software issues.
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Good written and verbal English communication skills.
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Ability to explain technical problems in simple terms.
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Familiarity with ticketing systems and basic technical troubleshooting.
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Ability to prioritize issues and remain calm under pressure.
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A proactive mindset and willingness to learn complex software products.
You don't need to be a software developer. What matters is your ability to understand the product, solve customer problems, and take ownership until customers can continue working.
About EviSmart
EviSmart develops software that helps dental labs and dental professionals manage their digital workflows.
You'll join our Global Continuity team, working alongside Product Support and Technical Support Specialists to help customers around the world keep their operations running.
Interested? Apply now and join our team.
As published by greenhouse · 11 questions · 4 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
Short answers (5)
- Preferred First Name optional
- LinkedIn Profile optional
- Preferred Start Date
- If you were referred by an EviSmart or Evident PH employee, please provide their name. If not, kindly indicate “N/A.”
- Describe one time you personally found the cause of a production issue. What did you check, in what order, and what did you find?
Pick from a list (2)
- Work Location Availability: This is an on-site role at our BGC office (Monday–Friday). Are you available to work on-site full-time?
- Are you currently authorized to work in the Philippines without requiring employer sponsorship now or in the future?
Written answers (4)
- What is your current or most recent salary?
- What is your expected salary for this role?
- Our Hiring Team in Manila may also like to meet you onsite in BGC, ideally Monday to Friday, 10AM to 3PM. Please share available schedules that work for you.
- It's 2:15am. A dental lab in Chicago reports the submit button on their case form does nothing - no error message, nothing happens. They can't submit cases. You can restore service immediately by rolling back tonight's release, but doing so will also remove another fix from that release that resolved a different customer-impacting issue. Engineering won't be available for another four hours. You're the lead person on shift. What do you do? Walk me through your decision.