Support Specialist (Onsite, BGC)

Our mission is to build the best developer tools for machine learning. ML engineers love using our tools day to day as a core part of their workflows, and our user base is growing quickly. We're hiring a Support Specialist to help maintain world-class support as we grow.

Support is a deep part of our culture. We believe that the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. In this role, you will work on a diverse set of problems in a fast-moving environment, collaborate cross functionally with our team to support our users and help shape our product.

Your main goal will be to quickly get answers to all user messages. Customers write in with highly technical questions, suggestions, or bug reports, and we need to give them timely responses to fulfill SLAs. In this role, you will act as the face of the company and the first line of support in North American Time Zones. Ideally, we're looking for someone with technical skills who would like to support our customer base. If you've found yourself wanting to be more external but still build programming/machine learning skills, this is the role for you.

Our platform is an essential piece of the daily work for machine learning engineers, from academic research institutions to massive enterprise teams including iRobot, Samsung, NVIDIA, Salesforce, GitHub, Blue Cross, Lyft, and more.

• Quickly respond to all inbound support requests including email, live chat and community forums
• Triage bugs and requests based on customer type and severity of issue
• Track inbound and outbound responses to ensure contact SLAs are being met
• Maintain a fast response time for entire user base
• Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features
• Recognize trends in user messages to help identify areas of improvement in internal or external documentation
• Learn the product features and build up knowledge base to resolve issues on your own

• Candidate must possess a Bachelor’s Degree/Vocation Diploma
• At least 3-5 years of experience with supporting SaaS products
• Excellent English communication skills
• Triaging experience
• Experience with handling escalations
• Start-up Experience (strong plus)
• Experience with UI debugging and with tracking bugs
• Experience with Zendesk and Jira
• Excellent English communication skills
• Customer service experience dealing with or supporting a SaaS product (must have)
• Must be willing to work on-site (BGC, Taguig)

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.