SaaS Support Specialist
Company: Astella Intl Corporation
Location: Bacoor, Cavite
Work Arrangement: Fully Onsite
Employment Type: Full-Time
Department: Technical Support
Schedule: 9:00 PM – 6:00 AM PHT
Shift: Night Shift
Position Overview
Astella Intl Corporation is looking for a talented and motivated SaaS Support Specialist to join our Technical Support team. This role combines customer support, technical troubleshooting, software configuration, and system-related problem solving.
The ideal candidate is comfortable working with software applications, troubleshooting technical concerns, assisting customers, and collaborating with Technology, Operations, Accounts Receivable, and Customer Success teams to provide effective solutions.
Key Responsibilities
Customer Support & Troubleshooting
Respond to customer inquiries through live chat, email, video calls, and voice calls.
Troubleshoot technical issues, login concerns, configuration errors, and software-related problems.
Identify whether an issue is caused by user error, system configuration, integration, or a potential software bug.
Provide timely and professional technical support to customers.
Customer Guidance & Education
Guide customers in using basic and advanced software features.
Explain technical processes and solutions in a clear and easy-to-understand manner.
Provide customers with relevant knowledge base articles, FAQs, video tutorials, and other support resources.
Technical Escalations
Identify complex technical issues that require further investigation.
Escalate Tier 2 and Tier 3 technical concerns to the appropriate Product or Engineering teams.
Provide detailed issue descriptions, troubleshooting steps, and reproduction steps when escalating technical concerns.
Follow up on escalated issues to help ensure timely resolution.
Customer Migration & Configuration
Assist with setting up and preparing customers for migration between platforms or systems.
Configure customer-specific packages, settings, forms, and other system requirements.
Help ensure customer configurations are properly tested before implementation.
Documentation & Forms
Create, maintain, and update internal and external documentation.
Develop and update forms based on client specifications and business requirements.
Document recurring technical issues, troubleshooting procedures, and solutions.
Software & System Development
Develop, test, maintain, and enhance software applications and system integrations as needed.
Analyze technical issues reported by customers and internal teams, identify root causes, and implement appropriate solutions.
Support APIs, backend services, frontend functionality, and other system integrations as required.
Participate in code reviews and follow established development standards and best practices.
Cross-Functional Collaboration
Work closely with Technology, Operations, Accounts Receivable, and Customer Success teams.
Translate customer and business requirements into actionable technical tasks.
Collaborate with internal teams to improve system performance, customer experience, and overall service delivery.
Required Qualifications & Skills
1–3 years of experience in customer support, technical support, or a related role, preferably within a technology, software, or SaaS environment.
Strong written and verbal communication skills.
Patient, professional, and customer-focused approach to handling technical concerns.
Strong analytical and problem-solving skills.
Comfortable learning and navigating new software applications and systems.
Familiarity with APIs, integrations, web technologies, or software troubleshooting is an advantage.
Experience with helpdesk or CRM platforms such as Zendesk, Intercom, Salesforce, HubSpot, or similar tools is preferred.
Ability to troubleshoot and distinguish between user-related issues and potential software/system bugs.
Willingness to work fully onsite in Bacoor, Cavite.
Willingness to work the 9:00 PM – 6:00 AM PHT night shift.
Preferred Technical Knowledge
Candidates with experience or familiarity in the following will have an advantage:
SaaS platforms
APIs and system integrations
Basic web technologies
Backend or frontend systems
CRM and helpdesk platforms
Software troubleshooting
Technical documentation
Customer migration and system configuration
Reporting Structure
This position reports directly to the SaaS Technology Manager and functions as an individual contributor and technical specialist.
This role does not include personnel management responsibilities.
Why Join Astella Intl Corporation?
Full-time employment
Night-shift schedule
Opportunity to work with SaaS and technology systems
Exposure to technical support, customer success, and software operations
Collaborative and cross-functional work environment
Opportunity to develop technical and problem-solving skills
Work Location & Schedule
📍 Bacoor, Cavite – Fully Onsite
🕘 9:00 PM – 6:00 AM PHT
💼 Full-Time | Night Shift