Technical Support Representative - Philippines at MaintainX

<div class="section page-centered" data-qa="job-description"> <p>MaintainX is the world's leading AI-powered maintenance and asset management platform, serving 13,000+ customers including Duracell, Shell, Cintas, and Brenntag. We raised<a href="https://www.getmaintainx.com/newsroom/maintainx-raises-150m" target="_blank"> $150M in Series D funding</a> led by Bessemer Venture Partners and Bain Capital Ventures, bringing our total funding to $254M. We were named to the<a href="https://www.getmaintainx.com/blog/maintainx-named-to-2025-forbes-cloud-100" target="_blank"> Forbes 2025 Cloud 100</a>, the definitive ranking of the top 100 private cloud companies in the world.</p> <p>We're looking for a technically-minded support professional based in the Philippines who thrives on solving real problems for real users. As a Support Representative at MaintainX, you'll be the first line of defense for our customers. Not just answering questions, but actively diagnosing issues, guiding users through software, and delivering a support experience that's fast, clear, and genuinely helpful.</p> <p><strong>What you’ll do:</strong></p> <ul> <li class="whitespace-normal break-words pl-2">Respond promptly and accurately to customer support inquiries via email, live chat, and phone.</li> <li class="whitespace-normal break-words pl-2">Conduct screen share sessions to guide customers through troubleshooting steps and feature walkthroughs.</li> <li class="whitespace-normal break-words pl-2">Diagnose and resolve software issues, identifying root causes and escalating complex bugs to Tier 2 with detailed documentation.</li> <li class="whitespace-normal break-words pl-2">Help customers understand and make the most of specific product features, offering workaround solutions where needed.</li> <li class="whitespace-normal break-words pl-2">Document and surface product feedback and recurring issues to the Product team.</li> <li class="whitespace-normal break-words pl-2">Schedule meetings with sales representatives when pricing negotiation or solution consulting is required.</li> <li class="whitespace-normal break-words pl-2">Build and maintain self-service resources including knowledge base articles, saved replies, and troubleshooting guides based on common issues.</li> <li class="whitespace-normal break-words pl-2">Follow up on open tickets when new product releases address outstanding customer needs.</li> </ul> <p><strong>About you:</strong></p> <ul> <li class="whitespace-normal break-words pl-2">3+ years of full-time experience in customer support or technical support for a software product.</li> <li class="whitespace-normal break-words pl-2">Hands-on experience troubleshooting software issues, comfortable digging into a problem rather than just passing it along.</li> <li class="whitespace-normal break-words pl-2">Confident conducting screen share sessions to walk customers through solutions in real time.</li> <li class="whitespace-normal break-words pl-2">Excellent written and verbal communication, able to explain technical concepts clearly to non-technical users.</li> <li class="whitespace-normal break-words pl-2">Strong time management, organizational skills, and ability to manage multiple priorities in a fast-paced environment.</li> <li class="whitespace-normal break-words pl-2">Experience with CRM and help desk tools; Intercom and Zendesk experience is a plus.</li> <li class="whitespace-normal break-words pl-2">Comfortable with basic web/app troubleshooting concepts (e.g., cache clearing, connectivity issues, permissions) and proficient in Microsoft Excel.</li> <li class="whitespace-normal break-words pl-2">BSc/BEng degree or equivalent preferred; Spanish language skills are an asset.</li> </ul> <p><strong>What’s in it for you:</strong></p> <ul> <li>Competitive salary</li> <li>Take what you need PTO.</li> <li>A Work<a href="https://crew.vc/perspectives-insights/scaling-culture-through-hyper-growth/"> Culture</a> where:</li> <ul> <li>You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.</li> <li>We believe in meritocracy, where ideas and effort are publicly celebrated.</li> </ul> </ul> <p><strong>About us:</strong><strong><br></strong></p> <p>Our mission is to deliver one platform for maintenance, repair &amp; operations teams to keep the physical world running. We believe the greatest asset in any organization is the people. That’s why we built an intuitive, mobile-first solution to help boost productivity and collaboration across teams and locations.</p> <p>MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.</p> </div>