TEAMS

SPACES

CAREERS

SENIOR PRODUCT SUPPORT SPECIALIST

XTN-A85A600

City
Makati City, Philippines
Schedule
Office Location
ARMSTRONG CORPORATE CENTER

Make your next big career move by applying as KMC Solutions' next SENIOR PRODUCT SUPPORT SPECIALIST

The Senior Product Support Engineer is a highly skilled, senior-level technical expert within the Customer Success team at SOCi. This role is responsible for isolating, troubleshooting, and resolving complex and escalated customer issues - ranging from intricate product bugs to multi-system integration failures - while acting as a critical liaison between customer-facing teams and Engineering. Operating in a fast-paced environment, the Senior Product Support Engineer dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long-term solutions, and implement scalable solutions. This role works cross-functionally with Product and Engineering teams to influence improvements in both the product and internal processes, while proactively identifying patterns that reduce future escalations. 

Additionally, the Senior Product Support Engineer supports the broader Support team by sharing knowledge, providing mentoring and guidance, and raising the overall bar for technical excellence. Exceptional problem solving skills, strong communication, and the ability to manage high-pressure customer interactions with professionalism are essential to success in this role. 

On top of your salary, here are the exciting benefits you can look forward to:

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

The main responsibilities of a SENIOR PRODUCT SUPPORT SPECIALIST include:

  • Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.

  • Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.

  • Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.

  • Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.

  • Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.

  • Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.

  • Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.

  • Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.

  • Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention

 

To apply, you must be an expert on the following requirements:

  • Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.

  • 5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.

  • Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.

  • Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.

  • Proven track record of delivering high-quality customer support and achieving client satisfaction.

  • Experience with support ticketing systems and customer relationship management (CRM) tools.

  • Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.

  • Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.

  • Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.

 

It will also be favorable if you are knowledgeable in:

  • Familiarity with social media platforms, listings management, or local SEO tools.

  • Experience with scripting or automation (Python, Bash, or similar).

  • Exposure to CI/CD pipelines and deployment workflows.

  • Understanding of authentication protocols (OAuth, JWT, etc.).

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

No account yet

Sign up to view exciting career opportunities!

Refer A Friend