Senior Technical Support Specialist at Zipline.io

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 Apr, 26

Salary

60000.0

Posted On

20 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Engineering, Product Management, Account Management, Project Operations, Troubleshooting, SaaS Products, Communication, Analytical Skills, Problem Solving, Workflow Improvement, Team Collaboration, Customer Value Focus, Agility, Empathy, Ticket Management

Industry

Software Development

Description

About you 2–5 years experience in customer support, engineering, product management, account management, or project/project-operations roles. Background in Australian B2B or Enterprise SaaS is advantageous. Experience troubleshooting complex issues and supporting SaaS products, and working closely with product, engineering, and customer success teams. Strong focus on customer value and impact. Confident, empathetic and clear communicator – able to work with a diverse range of users and articulate well-defined problems internally. High-agency mindset – you operate effectively in fast-changing environments without close supervision. Comfortable analysing patterns in customer issues, spotting trends, and improving workflows to reduce friction. The role Reporting to the Support Operations Lead, you’ll be a core part of our frontline operations, ensuring customers receive fast, accurate, and high-quality support across our workforce compliance product suite. Your work directly shapes customer experience, product quality, and the efficiency of our support engine. Diagnose issues quickly, manage a steady flow of tickets, and deliver clear, concise resolutions that maintain a consistently strong customer experience. Triage, prioritise, and tag tickets to ensure the right work flows to the right teams while keeping the queue organised. Identify recurring issues and patterns, surfacing trends and product gaps to product and engineering with well-structured problem definitions. Improve support workflows by refining templates, our knowledgebase, and internal processes to boost quality and team efficiency. What’s it like to work here High Performance Meets Real Care: We’re ambitious, growth-focused, and laser-focused on solving meaningful problems, but we always have each other’s backs. No egos, just genuine teamwork. Radical Transparency & Accountability: We operate with extreme clarity and ownership. You’ll thrive here if you’re hungry to learn from failures and grow fast. Fast-Paced & Impact-Driven: Forget rigid structures—our agility drives innovation. You’ll tackle big challenges and see the real-world impact of your work every day. About us We're a fast-growing, profitable B2B SaaS startup (2x AFR Fast 100). We believe vulnerable people deserve a safe and great experience. This inspires us to build great products for the Care Economy. Which has led to our solutions being used by leading hospitals and over 50% Australian Aged Care. Our modern, AI-centered software help these organisations: Be confident their Extended Workforce is compliant Ensure only Compliant people are on-site around vulnerable people Help them deliver a great experience by collecting and analysing resident feedback to meet Aged Care Standards (e.g NQIP) What you’ll get 💸 Great salary (PHP50,000 to PHP60,000 range) 💻 Apple Macbook 📚 Access to 200+ books in a Kindle account 🏋️‍♀️ Monthly Fitness budget (you can spend it on gym, sports equipment etc) 🧘 Recharge with up to 10x 'You Days' off p.a, used after periods of any intense work. 📝 Professional Development - up to PHP18,000 p.a for courses

Responsibilities

You will diagnose issues quickly, manage a steady flow of tickets, and deliver clear resolutions to maintain a strong customer experience. Additionally, you will identify recurring issues and improve support workflows to enhance team efficiency.