Customer Support Engineer (PH) - Remote

About the role

SD Solutions, a global staffing company, is recruiting on behalf of a FinTech client for a remote Customer Support Engineer based in the Philippines. The role covers both VIP and standard support, troubleshooting issues and working with internal departments such as Compliance to answer client and partner enquiries. The schedule is Thursday to Monday, off Tuesday and Wednesday.

Key responsibilities

• Provide B2B support to clients who use the platform to pay employees, partners and affiliates.
• Provide B2C support to payees receiving funds, guiding them through withdrawal methods and answering general enquiries.
• Work with partners to gather the information needed to resolve issues.
• Deliver basic technical assistance, explaining simple troubleshooting steps and escalating technical issues to supervisors or tech support.
• Review and prioritize unassigned tickets immediately and revisit open tickets waiting for responses.

Required profile

• Proven customer support experience, preferably in a SaaS or tech environment.
• Ability to reassure clients, communicate clearly and personalise interactions.
• Aptitude for understanding complex issues and solving them comprehensively.
• Time management: can respond to tickets promptly with a near-instant first response.
• An advantage: understanding of the finance world; additional languages are a plus.