Customer Support Engineer (Philippines)

What You’ll Do

• Act as the first line of technical support for Oscilar’s customers.
• Analyze, triage, root cause, and resolve issues reported through the support system.
• Collaborate with Support Engineering Lead, Solutions Engineering, and Product/Engineering teams to drive resolution of complex issues.
• Write and run SQL queries and Python scripts to troubleshoot and reproduce customer problems.
• Debug API integrations to identify misconfigurations, errors, or product bugs.
• Maintain clear, timely, and professional communication with customers in Tagalog and English
• Document issue resolution steps and contribute to the internal knowledge base.
• Provide feedback to Product and Engineering to help improve the platform and reduce recurring issues.
• Participate in an on-call rotation to support critical incidents.

Required Qualifications

• 5+ years in technical support, solutions engineering, or customer-facing engineering roles within SaaS, fintech, or enterprise software.
• Strong technical skills in:
• Rest API integrations
• SQL (querying, debugging data issues)
• Python (basic scripting/debugging for issue replication or automation)
• Cloud Technologies
• Excellent problem-solving and troubleshooting ability.
• Strong written and spoken communication skills in English and Tagalog — able to explain complex issues clearly to customers.
• Customer-first and extreme ownership mindset with empathy and professionalism under pressure.

Preferred Qualifications

• Background in risk management, fraud prevention, or AML systems.
• Familiarity with AI/ML SaaS platforms.
• Experience working with cloud-native products and monitoring/logging tools.
• Prior experience supporting customers in fast-growing startups.
• Speaking skills in other South East Asian languages - Thai, Tamil, Malaya, Bahasa etc