GPC Philippines Corporation is currently seeking a Technical Support Engineer for a US-based client. This position will be working from 12:00 am to 9:00 AM PHT and applicable for Philippine-based candidates only.

Work time will shift to better hours over time.

Job Description

The Technical Support Engineer will serve as the primary guide for developers navigating powerful AI tools, playing a critical role in creating an exceptional user experience. In this position, you will be the voice behind the screen, resolving support issues, clarifying complex technical concepts, and helping users make the most of the platform. This role sits at the intersection of technical curiosity, customer care, and operational excellence. You will be joining a fast-growing and highly successful SaaS startup in the AI middleware space. This is an opportunity to help shape the support function as the company continues to scale. The role is high-impact and best suited for someone energized by fast-paced environments, deep problem-solving, and the chance to truly champion the customer.

Key Responsibilities

• Manage all customer support inquiries via email with ownership from initial contact to final resolution

• Troubleshoot and diagnose user issues with clear, easy-to-follow guidance tailored to technical and non-technical users

• Escalate complex technical problems to engineering while continuing to communicate status updates to the customer

• Stay current on all product updates, launches, and changes to ensure accurate and timely responses

• Create and maintain clear, high-quality help center content including articles, video walkthroughs, and tutorials

• Build and update internal runbooks that standardize responses and improve team efficiency

• Identify patterns or anomalies in customer usage or billing behavior and surface insights proactively

• Communicate trends and user feedback with product and engineering to inform roadmap and bug resolution

• Balance speed and accuracy while consistently delivering thoughtful, high-impact support

Qualifications

• 2+ years of experience in customer support, ideally within SaaS or subscription-based products

• Strong experience using help desk or CRM tools such as Zendesk, Salesforce, or Pylon

• Familiarity with billing platforms like Stripe, Orb, or similar

• Excellent written communication skills with the ability to translate complex technical concepts into clear, helpful language

• Strong pattern recognition and ability to spot anomalies in data or user behavior

• Highly organized with a proactive, solution-oriented mindset

• Comfortable working independently and driving initiatives in a fast-paced, evolving startup environment

• Genuine enthusiasm for the power of AI and its impact on the developer experience

Compensation and Benefits Package

• Full-time legal work
• Competitive Base Pay**
• 13th Month Pay
• Night Differential: Additional pay for night shifts (10 PM - 6 AM PHT)
• Weekend and Holiday Overtime: Premium rates for weekend and holiday work
• Internet Stipend: Monthly allowance for internet expenses
• Generous HMO Coverage: Health coverage for you and one more dependent
• Paid Time Off: Includes up to 10 days of sick and holiday leave annually, plus 17 days of Philippine public holidays in 2025
• Provided Equipment: All essential tools and equipment are supplied for your success

**De Minimis Benefits: These are included in your base salary and provided monthly.

Note: This is fully remote work; however, you need a clean, quiet workplace with a fast internet connection.