web platform support engineer ( Work From Home)TSG Outsourcing

How to Apply:
 
Copy and Paste the Link below in the browser to generate the application form:
https://forms.gle/6jCzuQw2WhQsN3Kf8
 
Rate: $7/hr, and earn up to PHP 73,000+/month
Schedule: US Business Hours (EST/PST overlap)
 
WEB PLATFORM SUPPORT ENGINEER (WORK FROM HOME)
 
About the Role
 
As a Web Platform Support Engineer, you'll serve as a senior technical leader within Customer Support. This role combines enterprise customer ownership, advanced technical troubleshooting, mentorship, and operational improvement.
 
You'll take ownership of the team's most complex customer issues, help develop the technical capabilities of SA1s and SA2s, and partner across Engineering, Product, Sales, and Customer Success to improve both customer outcomes and support operations.
 
This role operates with significant autonomy and is often the bridge between frontline support and Engineering. Your work will directly impact customer success, team effectiveness, and our ability to scale support for a rapidly growing customer base.
 
Responsibilities
 
Resolve Complex Customer Issues:
Handle the team's most technically challenging customer inquiries and escalations across platform, account, billing, and enterprise support workflows.
Lead support efforts during customer-impacting incidents, coordinating with Engineering and other stakeholders to drive issues toward resolution.
Own technical relationships for enterprise customers across ongoing discussions, escalations, and operational reviews.
Investigate issues that span multiple systems, teams, or products, identifying root causes and driving clarity for both customers and internal stakeholders.
Maintain a high standard of customer communication during complex or high-pressure situations.
Provide Technical Leadership:
Serve as an escalation point for SA1s and SA2s when issues exceed standard support workflows.
Help teammates develop stronger troubleshooting, debugging, and customer communication skills.
Share technical knowledge through documentation, walkthroughs, incident reviews, and coaching.
Lead by example in handling ambiguity, managing customer expectations, and driving issues to resolution.
Build trust across the team as a dependable source of technical guidance and support.
Drive Operational Excellence:
Identify recurring customer pain points and lead efforts to reduce friction through documentation, automation, tooling improvements, or process changes.
Improve internal runbooks, troubleshooting workflows, and support practices to increase consistency and efficiency.
Contribute to incident reviews and operational learnings that improve future customer outcomes.
Lead initiatives that help the support organization scale while maintaining a high-quality customer experience.
Recognize systemic issues and advocate for long-term solutions rather than repeatedly addressing symptoms.
Partner Cross-Functionally:
Work closely with Engineering, Product, Customer Success, Sales, and other teams to advocate for customer needs.
Provide actionable feedback that improves platform reliability, usability, and supportability.
Help translate customer challenges into product improvements and operational enhancements.
Participate in cross-functional projects that improve the overall customer experience.
Act as a trusted representative of Customer Support within broader company initiatives.
What We're Looking For
3+ years of experience supporting customers in a technical SaaS, developer tools, web platform, or comparable environment.
Demonstrated success handling complex customer issues that require independent investigation and problem solving.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly, accurately, and empathetically.
Proven ability to manage competing priorities while maintaining attention to detail and customer focus.
Strong technical aptitude and web-development fluency, with the ability to independently investigat customer issues and guide others through troubleshooting.
Experience collaborating across multiple teams to drive customer outcomes and operational improvements.
Attributes
A proactive approach to identifying problems and improving customer experiences.
Strong ownership mindset with a bias toward action and resolution.
A coaching mentality and genuine interest in helping teammates grow.
A collaborative working style that builds trust across teams and functions.
A continuous-improvement mindset focused on both customer outcomes and organizational effectiveness.
Comfort operating in ambiguous situations where the path forward may not be immediately obvious.
Must Have Qualifications
Experience with Netlify, Vercel, Cloudflare or similar platforms, particularly in a support, technical account management, customer success, or solutions-focused role.
Familiarity with modern web technologies and deployment workflows.
Experience supporting enterprise customers and managing complex stakeholder relationships.
Experience contributing to incident management, operational improvements, or support tooling initiatives.
Familiarity with SaaS billing systems, account management workflows, or subscription-based business models.