Director of Technical Support

At NiCE, we embrace challenges without limits. We are ambitious, innovative, and driven to succeed. With a commitment to excellence, we set the highest standards and strive to exceed them. If you share our passion, we have an exciting career opportunity that will ignite your ambition.What does the role entail?We are in search of a seasoned and strategic Dire…

Join UpGuard as a Technical Support Analyst, where you will be an integral part of our customer support team, ensuring our clients receive top-notch assistance with our innovative cybersecurity solutions. In this role, you will troubleshoot technical issues, provide timely resolutions, and help maintain high customer satisfaction through exceptional service.

AvePoint is looking for a Technical Support Analyst based in Manila. This position centers on helping customers address technical issues with AvePoint’s products and services. Role overview The Technical Support Analyst works directly with customers to troubleshoot and resolve product-related problems. Typical tasks include diagnosing technical issues, explaining solutions clearly, and guiding users through problem-solving steps. The goal is to ensure customers can use AvePoint’s solutions effectively and confidently. What you will do Respond to customer inquiries and technical issues related to AvePoint products Troubleshoot problems and identify root causes Communicate solutions in a clear and helpful manner Support customers in optimizing their experience with AvePoint’s platform Location This role is based in Manila, Philippines.

Join Toku, a leader in cloud communications, where we craft tailored customer engagement solutions that transform enterprise experiences. Our comprehensive approach empowers businesses to navigate the complexities of digital transformation, ensuring they deliver mission-critical customer experiences through our innovative cloud communication solutions. With a blend of local consulting expertise, customized technology, regional infrastructure, connectivity, and global reach, Toku meets the diverse needs of large-scale enterprises. Headquartered in Singapore, our operations extend across APAC and into growing global markets. This hybrid NOC and Level 1 Technical Support role is vital in monitoring, incident triage, and customer issue resolution for Toku's voice and messaging platform. You will be instrumental in identifying issues, conducting initial validations, and ensuring expedient and precise escalations while maintaining robust communication with customers. This position requires a combination of system monitoring, basic VoIP troubleshooting, and application-level support in a 24/7 environment. Ideal candidates are attentive, dependable, and thrive in a structured, shift-based operational setting.

Join our dynamic team as a Technical Support Representative, Tier 2, where you'll collaborate closely with the Tier 1 Support team and serve as a vital link between Support, Development, and Product teams. As part of the Assessment Delivery Operations and Support (ADOS) department, you will play a crucial role in addressing client issues, providing insights, and ensuring product excellence.Your expertise will be instrumental in identifying and documenting bugs for escalation to the Tier 3 team, while also acting as a key point of contact for inquiries from both customers and internal teams. This role offers significant responsibility, positioning you as a technical representative for our products, and empowering you to contribute to the continuous improvement of our support services.Key Responsibilities:Handle live calls, emails, and chats to triage and address escalations from Tier 1.Deliver exceptional technical support to Turnitin customers facing complex issues.Maintain high ticket quality and meet monthly review targets.Proactively assist users of Turnitin products, ensuring optimal performance and customer satisfaction.Become a Subject Matter Expert on Turnitin Assessment Products and services.Participate in Stand-Up meetings, providing valuable feedback from our customer interactions.Identify trends and issues in collaboration with support leadership and Tier 3 teams.Share your expertise through informal training and team meetings.Support the Quality and Knowledge team in developing training materials.Act as a mentor for new Tier 2 team members.Engage in project work during quieter periods to enhance team processes.Prioritize escalated tickets for the Tier 3 team.Facilitate effective communication between Tier 1 and support leadership.Collaborate closely with the Integrations Team.Review common issues monthly to improve user education and reduce ticket volume.

Join our team at Turnitin LLC as a Technical Support Representative, Tier 1. In this fully remote role, you will provide exceptional customer service to users, assisting them with technical issues related to our innovative educational solutions. You will be the first point of contact for customers, troubleshooting problems and offering effective solutions.

As a Senior Manager of Technical Support at Turnitin, you will lead multiple teams of Specialists and Team Leads, ensuring exceptional support for our user base while fostering continuous improvement in team performance and capabilities.Key Responsibilities:Oversee a team of specialists and supervise team leads across various Turnitin products.Actively engage in managing responses to service outages and contribute to post-mortem analysis with a focus on customer satisfaction.Identify areas for improvement and potential risks, taking proactive measures to minimize impact on customers and team dynamics.Provide regular performance reporting and metrics to track key performance indicators (KPIs) and share insights with the Support Director.Set clear performance goals for individual team members and the overall team, conducting reviews and offering constructive feedback.Ensure adherence to established processes and procedures within the team.Collaborate with Turnitin leadership to enhance operational efficiency and effectiveness through refined processes and systems.Support user inquiries by engaging in direct client communication through email and other channels.Manage escalations from Product Specialists and coordinate with relevant stakeholders.Partner with the Knowledge and Quality team to equip team members with necessary knowledge and skills.Foster team development through coaching, performance management, and regular one-on-one meetings.Work collaboratively to establish ongoing training and development programs for the support community.Lead and manage internal projects while being a key participant in cross-functional initiatives.Continuously evaluate team performance and seek opportunities for process improvement.Participate in recruitment efforts for your team as needed.Identify and spearhead continuous improvement projects related to team and product support.Understand Turnitin's value proposition and effectively communicate it to ensure your team's readiness to respond to client inquiries.

Join our dynamic team at Instructure as an L1 Support Engineer in Manila. In this role, you will be the first point of contact for our valued customers, providing exceptional technical assistance and troubleshooting support. Your expertise will help ensure the smooth operation of our services, and you will have the opportunity to develop your skills in a fast-paced, collaborative environment.

Role Overview Turnitin LLC is looking for a Technical Support Representative, Tier 1, to join the team remotely from the Philippines. This role focuses on supporting customers in Turkish, helping resolve technical questions, and ensuring a positive experience for users. What You Will Do Assist customers in Turkish with product questions and technical issues Troubleshoot problems and guide users toward effective solutions Respond to support requests promptly and professionally Location This position is remote, based in the Philippines.

At NiCE, we embrace challenges and strive to exceed our limits. We are ambitious and transformative, aiming for victory in every endeavor. By setting and surpassing the highest standards, we unlock incredible career opportunities that ignite passion and drive.What is this role about?The Senior Technical Account Manager is a specialist in account and project management, as well as technical resolution, excelling at the top tier of the industry. This position is crucial in surpassing customer expectations, refining processes and technologies, and fostering company growth through collaboration with cross-functional teams.In this pivotal role, you will tackle complex challenges, providing unparalleled technical and customer service to enterprise-level accounts. By collaborating with leading resources within the company, you will enable strategic customers to overcome issues, leverage our technology and services for business success, enhance product adoption, serve as references for prospective clients, and nurture long-term loyalty.How will you make an impact?Act as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.Partner with Sales and Sales Engineering to identify customer opportunities, mitigate risks, and ensure effective implementation with the necessary resources.Build and sustain productive relationships throughout all levels of the customer’s organization, from front-line management to senior leadership.Understand customer business objectives and drive ROI with NiCE’s products and services, becoming a trusted partner and advisor.Engage cross-functional teams to resolve technical issues, ensuring prompt resolution within SLA targets to enhance overall customer satisfaction.Coordinate projects to ensure alignment with company strategies, either managing them directly or collaborating with Project Managers.Utilize deep technical expertise of NiCE products and associated technologies to implement solutions that expedite customer success.Conduct regular service and technology reviews, ensuring clear and timely communication with customers, and adeptly manage escalated situations.Provide coaching and mentoring, leading escalations, and contributing to the overall success of the team and company through shared expertise and continuous improvement.Identify and suggest enhancements to products and services, contributing to strategic initiatives for enterprise-level accounts.

About the RoleJoin our dynamic support team as a Client Support Specialist! In this vital role, you will be the first line of communication for our clients, assisting them in resolving issues, navigating our platform, and maximizing their experience with Wordbee. You will collaborate closely with teams across Product, Operations, and Sales to ensure that every interaction is prompt, precise, and constructive.This position is perfect for individuals who thrive on troubleshooting, enjoy engaging with people from diverse backgrounds, and are eager to learn about innovative tools and workflows.Key ResponsibilitiesHandle client inquiries and support tickets with professionalism and empathy.Identify and resolve common platform or workflow challenges.Escalate complex issues to senior support or product teams as necessary.Enhance internal documentation and contribute to help center articles.Relay client feedback and insights to support the enhancement of Wordbee’s platform and processes.Work collaboratively with team members to ensure seamless transitions and maintain high service quality.Required Qualifications2–3 years of experience in client or technical support, preferably within a SaaS or tech-driven organization.Exceptional communication and problem-solving abilities.Familiarity with support platforms such as Zendesk or equivalent tools.Proficient in English, both spoken and written.Located in or able to work from one of our European office locations (Prague, Barcelona, Warsaw, etc.).Preferred QualificationsExperience in providing support to clients in the localization, language, or technology industries.Interest in developing client resources, such as tutorials or instructional guides.Why Join WordbeeBecome part of a global team that empowers leading brands and organizations to manage multilingual projects daily. At Wordbee, we value your insights, encourage your curiosity, and provide opportunities for you to expand your skills while being part of a supportive, collaborative team that assists clients across Europe and beyond.

Join Adventus, a leading Information and Communications Technology (ICT) Solutions and Services Provider with a global presence.We empower organizations to achieve transformative outcomes by utilizing innovative solutions and intelligent applications, ensuring they thrive in an intensely competitive landscape.With our extensive network of technology partners, profound domain expertise, and a unique value proposition, we consistently exceed our customers' expectations.Job ResponsibilitiesDeliver on-site and/or remote technical support to end-users, diagnose and resolve technical issues.Oversee the deployment, maintenance, upgrades, and support of client computer systems, including hardware, software, operating systems, and networks.Manage Windows OS, Active Directory, Office 365, and Intune configurations, along with patching and file server management.Ensure a high level of user satisfaction by providing excellent customer service and tailored solutions to meet clients' needs.Handle IT asset management and other ad-hoc tasks as assigned.Knowledge of ITSM or ITIL principles is a plus.

At NiCE Systems, we embrace challenges as opportunities, continuously pushing our limits to achieve excellence. We are driven by ambition, innovation, and a commitment to success. If you share our passion and determination, we invite you to explore a career opportunity that will ignite your potential.What is the role about?The Senior Technical Account Manager is a seasoned professional in account management, project oversight, and technical troubleshooting, consistently excelling in delivering top-tier service. This role is crucial in surpassing customer expectations, optimizing processes and technology, and contributing to the company’s growth through collaboration with diverse teams.This pivotal position addresses complex challenges, providing outstanding technical support and customer service for enterprise-level accounts. By collaborating with key internal resources, this role enables strategic customers to effectively utilize our technology and services, enhance product adoption, serve as references for potential clients, and cultivate lasting loyalty.How will you make an impact?Act as the primary liaison and advocate for assigned enterprise accounts, ensuring seamless contract execution, SLA adherence, and continuous customer engagement.Partner with Sales and Sales Engineering to identify customer opportunities, manage risks, and guarantee successful implementations with appropriate resources.Build and nurture strong relationships across all levels of the customer organization, from operational staff to executive leadership.Gain insight into customers’ business objectives and drive ROI through NiCE’s products and services, establishing yourself as a trusted advisor.Engage with cross-functional teams to resolve technical issues promptly, ensuring all challenges are addressed within SLA targets to enhance overall customer satisfaction.Oversee and align projects to ensure coherence with the company strategy and successful completion, managing personally or collaborating with Project Managers.Utilize extensive technical expertise in NiCE products and related technologies to implement solutions that propel customer success.Conduct regular service and technology assessments, maintaining clear and timely communication with customers while effectively managing escalations.Provide guidance, mentorship, and lead escalations, contributing to the success of the team and the organization by driving improvements and sharing knowledge.Identify and propose enhancements to products and services, contributing to the strategic growth of enterprise-level accounts.

At Feedzai, we are revolutionizing the financial risk management landscape with our cutting-edge RiskOps platform. We lead the charge in protecting global commerce through innovative cloud-based solutions, harnessing the power of machine learning and artificial intelligence. Our mission is to facilitate a seamless transition to a cashless economy while fostering digital trust in every transaction. Major banks, processors, and retailers around the globe rely on Feedzai to safeguard trillions of dollars while enhancing the customer experience, all without compromising privacy. As a Series D company valued at over $1.5 billion and having raised $282 million, our solutions impact 900 million individuals across 190 countries.Customer Success Team: Our team is dedicated to delivering exceptional product experiences to our clients. This includes comprehensive education, precise configuration, innovative solution development, and strategic risk management. We collaborate closely with our clients to ensure they receive the right solutions, develop tailored strategies, and provide ongoing support throughout their journey with us. We thrive in a dynamic environment where every challenge is embraced, fostering an atmosphere of initiative and creativity.Your Role:As a Senior Product Support Engineer at Feedzai, you will be the primary point of contact for our customers, tackling complex pre-production and post-production technical challenges related to our cloud-based financial crime prevention platform. This position requires a robust technical background, a problem-solving mindset, and a customer-focused approach to ensure timely and effective resolution of issues.You will take full ownership of customer incidents, swiftly mitigate pressing issues, escalate to our engineering teams as necessary, and ensure complete resolution of all problems. This role involves analyzing intricate technical issues across Feedzai's product suite and their interaction with customer infrastructures, as well as liaising with stakeholders at all levels of seniority. We seek professionals with a background in L1, L2, and L3 support levels, or those with a technical acumen to navigate these various layers.

ABOUT LONE WOLFAt Lone Wolf, we simplify real estate transactions through a seamless digital lead-to-close experience tailored for agents, brokers, and their clients. With over 30 years of experience in the industry, we've been at the forefront of innovation to support real estate professionals since day one. Join us as we embrace diversity and individuality within our team, celebrating our differences to enhance our shared values and relationships.JOB SUMMARYAs a Customer Support Associate, you will deliver exceptional technical support and troubleshooting assistance to our valued customers through various communication channels including phone, email, and chat. You will guide customers on product functionalities and features while addressing inquiries with professionalism. Your role will also involve conflict resolution and escalation when necessary. Ideal candidates are passionate about customer service and dedicated to providing a Human, Easy, and Smart experience.

Adaptive Financial Consulting is hiring an IT Support Specialist for an on-site position in Pasig City, Manila. This role centers on keeping IT systems dependable and helping colleagues resolve technical issues as they come up. Key responsibilities Offer hands-on technical support to team members in the office Diagnose and resolve hardware or software problems Monitor and maintain daily IT system performance Work location This position requires working on-site at the Pasig City office in Manila.

Please submit your CV in English. Join a leading global SaaS company backed by a $28M Series B investment! Benefit from structured mentorship and continuous upskilling opportunities. Work remotely from Manila, Philippines. Enjoy a competitive compensation package comprising a base salary (±600 EUR) plus a monthly performance bonus of up to 20%, based on productivity and customer satisfaction (CSAT). Working Hours:The working schedule features alternating long and short weeks as follows:Long weeks: Monday, Tuesday, Friday, Saturday, and Sunday, 9 PM - 9:30 AM CET / 4 AM - 4:30 PM PSTShort weeks: Wednesday and Thursday, 9 PM - 9:30 AM CET / 4 AM - 4:30 PM PSTEach month, you will have 2 long weeks and 2 short weeks.The Challenge AheadAs a member of the Level 1 Customer Support team, you will be the go-to person for customers facing challenges. Your role involves diagnosing issues, identifying root causes, and providing clear and confident guidance.We seek individuals who are passionate problem solvers—those who can recognize patterns, dissect issues, and simplify technical concepts.This position is ideal for those who are naturally tech-savvy:Capable of basic computer troubleshootingComfortable navigating system settingsCurious about how things operateWilling to explore logs, connection tests, and edge casesNo prior VOIP experience is necessary; we will provide comprehensive training. What matters most are your logical thinking, curiosity, and problem-solving skills.What You’ll DoDeliver exceptional technical support via chat and emailInvestigate call flows, connectivity issues, audio quality challenges, device setups, and configuration errorsDiagnose VOIP-related concerns (latency, jitter, firewall behaviors, ISP issues, etc.)Analyze logs, replicate issues, and gather data for in-depth analysisManage a high volume of customer interactions with precision and attentionDocument troubleshooting procedures and contribute to our knowledge repositoryRepresent CloudTalk with empathy, clarity, and accountabilityWho We’re Looking For A Logical Thinker: You enjoy solving puzzles and articulating your thought process clearly. Tech-Savvy & Curious: You embrace system settings, connection tests, and exploring feature functionality—engineering skills are not required, but the ability to dig deep is essential. Problem Solver with Ownership: You measure your success by the problems you solve rather than ticket counts. You are proactive, responsible, and aim for accuracy. Strong Communicator: Proficient in English (C1 level); Spanish is a plus. Team Player Who Shares Knowledge: We value collaboration and sharing insights with the team.

At NiCE, we embrace challenges without limits; we consistently push the boundaries of what’s possible. Our ambition drives us to be game changers in our industry, always striving to exceed expectations. If you share our passion for excellence and are ready for a career that ignites your potential, we want to hear from you!What does this role entail?The Senior Technical Account Manager is a seasoned expert in account management, program and project management, and technical troubleshooting. This pivotal role ensures we not only meet but exceed customer expectations, enhancing both our processes and technology while contributing significantly to our company’s growth through collaboration with cross-functional teams.In this essential position, you will tackle complex challenges and deliver outstanding technical support and customer service to our enterprise-level clients. By working closely with top talent across the organization, you will empower strategic customers to resolve issues, effectively utilize our technology and services for business success, enhance product adoption, and cultivate lasting loyalty.How will you make a difference?Act as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA compliance, and ongoing customer education.Collaborate with Sales and Sales Engineering teams to identify customer opportunities, mitigate risks, and guarantee successful implementation with appropriate resources.Build and nurture strong relationships with all levels of the customer’s organization, from front-line management to senior executives.Gain a deep understanding of customers’ business objectives and drive ROI through NiCE’s products and services, positioning yourself as a trusted partner and advisor.Engage cross-functional teams to swiftly resolve technical challenges, ensuring all issues are addressed within SLA targets to improve overall customer satisfaction.Coordinate and align projects with the overall strategy, ensuring successful completion, either by managing personally or collaborating with Project Managers.Utilize your extensive technical knowledge of NiCE products and technologies to implement effective solutions that accelerate customer success.Conduct regular service and technology reviews, ensuring timely and clear communication with customers, while adeptly managing escalated situations.Provide coaching and mentoring to team members, leading escalations where necessary, and contributing to the overall success of the team and company by driving improvements and sharing your expertise.Identify and recommend enhancements to products and services, contributing to the strategic direction of enterprise-level initiatives.

At NiCE, we believe in pushing boundaries and embracing challenges. Our ambition drives us to innovate and succeed. We're looking for individuals who share our passion for excellence and who aspire to be part of a transformative journey in their careers.What does this position entail?The Senior Technical Account Manager will take the lead in account management, project execution, and technical problem-solving, setting the standard for success in the industry. This role plays a crucial part in exceeding client expectations, enhancing processes, and advancing company objectives through collaboration with various departments.As a pivotal member of our team, you will address complex challenges and deliver unparalleled technical and customer service to our enterprise clients. By leveraging the expertise available within the company, you will guide strategic clients to overcome obstacles, maximize the use of our technology and services, and foster lasting loyalty.How will your contributions make a difference?Act as the primary liaison and advocate for designated enterprise accounts, guaranteeing successful contract execution, SLA compliance, and continuous client education.Work closely with Sales and Sales Engineering to identify customer opportunities, mitigate risks, and ensure smooth implementations.Build and sustain strong relationships with all levels of the customer’s organization, from operational staff to senior executives.Gain insights into clients' business objectives and demonstrate how NiCE’s offerings drive ROI, positioning yourself as a trusted advisor.Engage cross-functional teams to resolve technical issues, ensuring all challenges are addressed within SLA timelines, enhancing overall client satisfaction.Oversee project coordination to align with strategic goals and ensure successful project completion, either directly or in partnership with Project Managers.Utilize your extensive technical knowledge of NiCE products to implement solutions that expedite customer success.Conduct regular service and technology reviews, maintaining clear and prompt communication with clients, and effectively managing escalated issues.Provide coaching and mentoring, leading escalations, and contributing to the overall success of the team and organization by driving enhancements and sharing knowledge.Identify opportunities for product and service improvements, contributing to strategic enterprise-level initiatives.

At TTEC Digital, we empower our clients to create a workplace where every employee feels appreciated and supported, as we believe that an exceptional customer experience begins with a satisfied employee. Our vision is to cultivate an environment where individuals can truly excel.The TTEC Digital Genesys Partner Practice comprises a dynamic team of customer experience (CX) designers, consultants, engineers, and data scientists. We are proud to have been recognized as Genesys' Partner of the Year 15 times, holding over 400 certifications. Our expertise enables us to integrate the Genesys platform, applications, and components into complex, multi-platform environments seamlessly, delivering results that enhance the customer experience.As a Genesys Cloud Support Engineer, you will provide essential customer support to address and resolve various concerns, ensuring an optimal customer journey. Your role will involve diagnosing issues, reviewing application programming, and identifying root causes, allowing you to implement effective solutions or guide customers through the process. The support you provide may range from straightforward queries to complex challenges.