Technical Support Agent I

Job Overview:

The Technical Support Agent provides first-level (T1) support for users of Harver products and services.  The role serves as the first point of technical assistance, helping address day-to-day support needs and ensuring more complex issues are progressed appropriately.

The ideal candidate has hands-on technical support experience, strong written communication skills, and is comfortable working in a fast-paced, ticket-driven environment. They are curious, adaptable, and motivated to continuously build their product and technical knowledge. 

If you’re passionate about working in a dynamic, fast-growing company — with cutting-edge technology, smart colleagues, and development opportunities — come grow with us!

In this role you get to: 

• Provide first-level technical support by investigating, troubleshooting, and resolving product, access, process, and other support issues.
• Apply critical thinking and technical judgment to evaluate available information, identify likely causes, determine what additional information may be needed, and select the most appropriate next step.
• Drive assigned issues to resolution by maintaining ownership of cases, completing necessary follow-ups, keeping stakeholders informed, and ensuring issues continue to move forward.
• Perform T1 support and operational activities using established tools and procedures, including routine account, access, data, and basic break/fix support.

• Identify when additional expertise or access is required and escalate effectively, providing the appropriate team with relevant context, investigation details, and information needed to continue the work.
• Stay current on product changes, new functionality, known issues, fixes, and learnings to improve support quality and team effectiveness.

• Manage priorities across multiple support queues and contribute to broader team needs, including product launches, service changes, high-volume periods, critical situations, and other evolving business requirements. 

We’re looking for people who have:  

• 1-3 years of hands-on experience in technical, application, SaaS, product, or help-desk support, with direct responsibility for investigating and resolving user-reported issues. 

• Demonstrate troubleshooting and problem-solving skills, with the ability to assess information, identify appropriate next steps, and continuously develop technical and product knowledge.

• Experience working with ticketing, knowledge-management, or issue tracking systems; experience with Zendesk, Jira, and Confluence is preferred. Able to learn new products, tools, and support processes quickly and adapt to changing technical and business requirements

• Strong written and verbal English communication skills, with the ability to explain technical information clearly to users with varying levels of technical knowledge. Punctual and amenable to work shifting schedules including weekends, holidays, and overtime if needed

• While possessing a bachelor's degree in computer science, Information Technology, or other similar discipline is preferred, Harver will also consider applicants who hold a combination of certifications with considerable and/or related professional experience 

 We will offer you:

• A competitive base salary and great incentive program

•  13th-month pay

• Government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG contributions

• HMO / Healthcare coverage

• Paid time off and applicable statutory leaves

• Night shift differential, holiday pay, and overtime pay, where applicable

• Remote-first culture

Pssst… you don’t have to check all the boxes to apply!

We're an equal opportunity employer and we value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.