ProSourceAt ProSource, we build and manage highly technical distributed teams for some of the most innovative companies in the world. We believe in humanizing the outsourcing industry by finding, attracting, and retaining top talent. Our dynamic workspaces promote creativity, collaboration, and well-being. We leverage smart technologies to ensure our clients and employees thrive in a collaborative, high-performing environment. Role Overview:
The Technical Support Engineer is responsible for troubleshooting and resolving complex issues within a SaaS platform, including application features, reporting, integrations, databases, and workflows. This role works closely with customers and internal teams to investigate technical issues, perform data analysis and corrections, support system configurations, and ensure platform reliability through effective problem-solving and technical expertise. Key Responsibilities:
Troubleshoot and resolve complex issues within the SaaS platform, including reporting, integrations, databases, and application features.
Investigate and resolve issues related to Tableau-based reporting, external integrations, APIs, and database records.
Perform database investigations, data corrections, SQL-based data cleanup, and user management.
Configure and troubleshoot custom application features, dashboards (using SQL snippets), workflows, and system setup.
Update communication rules and workflow logic using basic Ruby code snippets.
Support accounting exports and troubleshoot FTP-related data transfer issues.
Collaborate with customers and internal engineering teams to diagnose issues, verify bugs, and ensure platform reliability and data integrity. Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Experience in a Technical Support Engineer, Application Support, Product Support, or similar technical support role.
Understanding of how SaaS (Software as a Service) platforms operate.
Moderate proficiency in SQL, including writing queries and performing data updates (PostgreSQL experience is a plus).
Moderate knowledge of HTML, Regular Expressions (Regex).
Experience troubleshooting APIs and external system integrations.
Familiarity with database investigation, data correction, and data cleanup.
Experience configuring and troubleshooting software applications and workflows.
Basic exposure to SQL snippets, Ruby code snippets, and FTP is an advantage.
Experience using Zendesk or a similar ticketing system.
Familiarity with AI tools such as ChatGPT or Claude.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Schedule:
Monday to Friday, 8pm to 5am PHT What's in it for you?
💸 Highly competitive salary
🏥 HMO coverage for you and 2 dependents from Day 1
💻 Enjoy a fully remote setup with all the tools you need
🌱 Full-time role with excellent perks and benefits
Interested in this role?