XTN-DAF8332 | TECHNICAL CUSTOMER EXPERIENCE (CX) ADVOCATE

As a Tier 4 Technical Customer Experience (CX) Advocate, you are the first line of support for our customers, providing exceptional service and technical assistance. Your role is pivotal in ensuring customers maximize their experience with our products and services. This position demands outstanding communication skills, a problem-solving mindset, and the ability to adapt to a fast paced, dynamic environment.

We are looking for a highly experienced, advanced-level Technical Support Engineer to join our growing global support team. This role serves as the highest technical escalation point for complex software and system issues related to our photo booth products.

Unlike traditional support roles, this position requires deep troubleshooting expertise, exceptional communication skills, and the ability to confidently engage customers via phone. This is a pure individual contributor role—no people management—focused on solving the most challenging technical problems and elevating the overall support function.

This role will start remotely and is expected to transition to full on-site work in Metro Manila as the local office becomes operational.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Advanced Technical Troubleshooting

• Act as the final escalation point for Tier 2–4 technical issues, primarily software-related.
• Diagnose and resolve complex issues involving iOS, macOS, application configuration, integrations, and system behavior.
• Confidently troubleshoot live with customers via scheduled and inbound phone calls, email, and chat.

Customer Advocacy & Communication

• Deliver empathetic, professional, and solutions-focused support experiences.
• Clearly explain complex technical concepts in simple, customer-friendly language.
• Maintain strong verbal clarity and confidence during live phone interactions—this is critical to success in the role.

Product & System Expertise

• Maintain deep and up-to-date knowledge of Photobooth Supply Co.’s software, hardware, and ecosystem.
• Proactively stay informed on product updates, releases, and known issues.
• Support internal enablement by sharing product insights and best practices.

Collaboration & Knowledge Sharing

• Actively collaborate with Tier 1–2 support engineers to guide troubleshooting approaches.
• Share learnings, documented fixes, and insights to improve overall team capability.
• Participate in cross-functional discussions with internal teams as needed.

Documentation & Ticket Management

• Accurately document issues, root causes, and resolutions in Zendesk.
• Contribute to internal documentation, SOPs, and customer-facing knowledge base articles.
• Manage ticket queues efficiently while ensuring high-quality resolutions.

• 7 –10+ years of hands-on technical support experience, ideally in SaaS, software, or technology-enabled products.
• Strong working knowledge of iOS, macOS, and software troubleshooting.
• Proven experience handling complex escalations and advanced issue resolution.
• Excellent spoken and written English, with strong confidence on live phone calls.
• Experience using Zendesk or similar ticketing systems.
• Highly analytical, methodical, and calm under pressure.
• Comfortable working independently in a remote setup with tools like Slack and Google Meet.
• Photography or creative hardware/software experience is a plus but not required.

Skills & Competencies

• Proactive and resourceful in identifying solutions.
• Comfortable working in a remote team environment.
• Strong attention to detail and organizational skills. Ability to handle a high volume of inquiries while maintaining quality.
• Empathy and patience when dealing with customer challenges.