{"id":929361,"url":"https://alion.io/job/kdci-saas-support-specialist-l1","title":"SaaS Support Specialist – L1","company":{"id":678350,"name":"KDCI","domain":"kdci.co","url":"https://alion.io/company/kdci","size_band":"51-200","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"C","score":62,"open_postings":27,"ghost_share":0.63,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Git","optional":false},{"name":"GitHub","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-09-15T04:21:35Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-11-02T15:26:16Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":48},"description":"Job Summary\nKDCI Outsourcing is seeking a SaaS Support Specialist - L1 to provide first-level support for SaaS customers. The role focuses on resolving common concerns, gathering complete troubleshooting information, accurately documenting technical issues, and escalating concerns when needed. The ideal candidate has experience with SaaS products, ticketing platforms, GitHub, and basic web/API concepts, along with strong customer communication and troubleshooting skills.\nKey Responsibilities\nRespond to customer inquiries promptly and professionally.\n\nAnswer common product questions using approved documentation and knowledge base articles.\n\nGather complete troubleshooting information before escalating technical issues.\n\nPerform basic troubleshooting using documented procedures and support playbooks.\n\nAccurately classify tickets by severity, category, and ownership.\n\nEscalate issues that fall outside documented procedures or trained support scope.\n\nKeep customers updated throughout the support process.\n\nMaintain complete and accurate ticket documentation to ensure smooth handoffs.\n\nIdentify documentation gaps and suggest updates to internal support resources.\n\nParticipate in rotating global support schedules as required.\n\nRequirements\nJob Requirements\n1-2 years of professional technical customer support experience, with hands-on experience supporting SaaS or web-based products.\n\nHands-on experience with Zendesk, Intercom, Freshdesk, Jira Service Management, Salesforce Service Cloud, or a similar ticketing platform.\n\nBasic understanding of HTTP, web applications, and APIs.\n\nFamiliarity with GitHub, including repositories, pull requests, branches, commits, and issues.\n\nFamiliarity with Git concepts and software development workflows is required.\n\nFamiliarity with AI tools is required.\n\nStrong basic troubleshooting skills, including the ability to gather relevant information such as browser errors, screenshots, logs, URLs, environment details, and reproduction steps.\n\nAbility to accurately document technical issues, perform basic troubleshooting, and determine when an issue requires escalation.\n\nExcellent written and verbal English communication skills, as the role involves both phone and email support.\n\nMust be comfortable and confident handling phone inquiries and providing technical assistance to customers.\n\nStrong customer service skills with the ability to explain technical information clearly to non-technical customers.\n\nAbility to follow technical procedures accurately while applying sound judgment.\n\nStrong attention to detail, particularly when gathering and documenting technical information.\n\nAbility to manage multiple tickets and competing priorities.\n\nComfortable asking probing questions to fully understand customer concerns.\n\nQuick learner who can understand new products, workflows, and technical concepts with minimal repeated instruction.\n\nComfortable supporting customers across varying schedules, including weekends, holidays, and non-standard business 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