Technical Support Specialist (SQL & API)

About WOW24-7

WOW24-7® is a global customer and technical support company serving SaaS, hardware and technology clients across four continents, with agents in the Philippines, Colombia, Ukraine, Bulgaria, Portugal, Poland and the US. We are ranked among the top contact-centre outsourcing providers on G2 and certified to ISO 27001, ISO 27701 and ISO 9001. Our tagline is our standard: Predict. Prevent. Delight. CX, Done Right.

The role

You join a WOW24-7 team dedicated to one enterprise client. The platform is highly configurable, integrates with customers' own systems, and has web and mobile applications. Customers are large organisations with their own IT help desks, so tickets arrive already filtered: your job starts where first-line support ends.

You will log and classify tickets in Jira Service Management, investigate with SQL, logs and API calls, reproduce problems, provide or coordinate workarounds within agreed severity targets, and hand confirmed defects to engineering with clean evidence. A typical investigation takes two to four hours of focused work. You report to a WOW24-7 Team Lead and work alongside the client's own support engineers.

What you will do

• Lead investigations end to end on complex tickets: configuration, integration and suspected product defects
• Run SQL queries, read application and system logs, and use REST APIs in Postman to find root causes the UI does not show
• Reproduce issues and assemble the evidence engineering needs: steps to reproduce, logs, timestamps, screenshots, user and device details
• Manage incidents in Jira Service Management with accurate documentation, prioritisation and follow-up to closure
• Troubleshoot web and mobile applications across computers, iOS and Android, including browser, network and connectivity issues
• Escalate to the client's L2/L3 teams (product, integration, analytics, DevOps) and keep customers informed
• Own the runbook library in Confluence, turning recurring issues into documented procedures
• Review and mentor the Technical Support Specialist working alongside you, especially during ramp-up
• Produce summary reports and analyse support trends to inform the client's product and process decisions

What you bring

• Working SQL: SELECT statements with joins, filters and aggregates, including multi-table investigations
• REST API literacy: reading JSON, building requests in Postman, interpreting responses and status codes, and using APIs to reproduce defects
• Basic scripting exposure, preferably Python or Lua
• Hands-on troubleshooting of web and mobile apps across computers, iOS and Android
• Experience with a ticketing or ITSM tool and working to severity-based response targets (Jira Service Management and Confluence are a plus)
• Clear written and spoken English (B2 minimum, C1 preferred). You will write to and call enterprise customers directly
• Diploma or bachelor's degree in any field; a technical degree is not required
• Typically 3 to 5 years in technical or application support. We assess capability, not tenure
• Preferred: enterprise or B2B SaaS support experience, ideally with integration-heavy products, and experience owning runbooks or mentoring a colleague

Who you are

A problem solver who knows what questions to ask even without the answer. A quick learner who wants to understand a complex product in depth. Determined: no detective leaves a case unsolved. Organised when handling several open requests at once, and interested in building a career in technology.

What we offer

• Full-time, remote, based anywhere in the Philippines with reliable connectivity
• Day shift only: Monday to Friday, 9:00 to 18:00 Philippine time, 40 hours a week with a one-hour break. No nights, no weekends
• Paid time off: 11 public holidays, 18 vacation days and 5 sick days
• One week of guided product induction from the client's specialists, then two to three weeks on live tickets with a senior reviewing your work. Daily coaching from your Team Lead
• Exposure to an enterprise platform used by large organisations, with SQL, API and integration work from day one
• A path to grow: the engagement is expected to expand