Role Details
Contract Duration: Full TimeWork Type and Location: Metro Manila, Philippines
About Us
PartnerHero is now Crescendo — a stronger, bolder force in customer experience.Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.
We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy. At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.
Welcome to Crescendo. Welcome to what’s next.
About the Role
We’re looking for a Product Support Engineer who has a strong understanding of remote access technologies and thrives on solving complex technical challenges. You’ll be the go-to expert for troubleshooting, resolving issues, and guiding customers through technical solutions — all while delivering a great customer experience.
What You’ll Do
Provide Tier 2 technical support for our remote access solutions via phone, email, and chat.
Troubleshoot connectivity, configuration, and software installation issues across multiple platforms.
Use diagnostic tools, logs, and your own expertise to resolve issues efficiently.
Escalate complex or unresolved cases to senior engineers when necessary.
Collaborate closely with internal teams to share insights, document solutions, and improve processes.
What You’ll Bring
3+ years in technical product support, preferably in SaaS or software environments.
Strong problem-solving and analytical skills, with meticulous attention to detail.
Ability to explain complex technical concepts in clear, simple language.
Proficiency in one or more major platforms (Windows, macOS, Linux), including command-line usage.
Working knowledge of Group Policy and/or Microsoft Intune.
Understanding of networking protocols (TCP/UDP, DNS, SSH).
Excellent written and verbal communication skills.
Experience with ticketing systems (e.g., Zendesk) and support tools.
Nice-to-Have Skills
Experience supporting applications on Raspberry Pi, Android, and iOS.
Knowledge of REST APIs or scripting languages (PowerShell, Bash, Python).
Familiarity with remote access software or VNC technology.
Top Skills
What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind.
We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
