Technical Support Specialist

📋 Description

• Own and resolve complex technical support cases across Heidi’s core product areas, including notes
• Diagnose issues across web, desktop, and mobile platforms using tools such as Chrome DevTools
• Troubleshoot authentication, SSO, and integration issues involving SAML, OAuth 2.0, OpenID Connect
• Investigate audio and transcription quality issues, helping clinicians resolve microphone setup
• Understand Heidi’s AI workflow from audio capture to transcription and generated notes, and clearly
• Manage your own support backlog with discipline, keeping cases moving, setting clear expectations

🎯 Requirements

• 2–4+ years of experience in a technical or product support role at a SaaS company, ideally
• Strong independent troubleshooting skills, with the ability to investigate technical issues
• Experience using Intercom or a similar customer support platform at an operational level.
• Clear, thoughtful communication skills, with the ability to clarify, empathise, and adapt your tone
• A strong customer focus and the judgment to know when to keep investigating, when to escalate, and
• Experience working with clinicians, healthcare professionals, or users in regulated industries is a

🎁 Benefits

• ₱15,000 annual learning and development budget
• ₱3,000/month health and wellness allowance
• ₱10,000 home office budget
• 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave
• Fertility support up to ₱150,000
• Four weeks of work from anywhere per year