Customer Support Specialist | Brazil, El Salvador, India, or Philippines
Who We Are
At the birth of digital, Claravine noticed a persistent problem with data integrity. This discovery led to a unique category solution that continues to redefine how top brands and agencies manage the digital experience. We take the drama out of data by standardizing data at the source, giving people, teams and technology a shared understanding of their data.
What We Do
Claravine is The Data Standards Company. We help brands and agencies deliver on the promise of modern marketing by standardizing taxonomies, naming conventions, and metadata across all digital experiences at the source of data creation. That’s why a quarter of the Fortune 100 use our platform, The Data Standards Cloud, to define, apply and connect standards across their ecosystem for faster decisions, greater agility, and increased ROI.
We Are Hiring / Who You Are
As a Customer Support Specialist, you serve as the frontline technical expert solving customer-reported issues. You will dig into the technical root cause of support tickets, communicate findings clearly to clients, and ensure nothing falls through the cracks. You thrive in the details — documenting clear steps to reproduce technical issues, tracing errors, and translating what you find into plain language that builds client trust.
What You’ll Do
Technical Investigation
- Triage and investigate incoming support tickets, reproducing issues, identifying root causes, and documenting findings
- Query internal systems and databases using SQL to validate reported behavior, pull relevant data, and substantiate bug reports with evidence.
- Monitor Zendesk queues to maintain SLA compliance, prioritize critical issues, and flag patterns that suggest systemic problems.
- Partner with Engineering and Product to trace bugs from initial report through resolution, while verifying deployed fixes to explain it accurately to clients.
Client Communication
- Own client-facing communication throughout the lifecycle of a ticket — from acknowledgment through root cause explanation to resolution confirmation.
- Translate technical findings into clear, jargon-free updates that give clients confidence the issue is understood and being addressed.
- Set expectations on timelines and scope, and proactively update clients with status updates rather than waiting to be asked.
- Document recurring client pain points and surface them to Support Leadership, Customer Success Managers and Product & Engineering with enough context to drive action.
What You Bring
- Physically located within the Philippines
- 3+ years of experience in technical customer support or a client-facing technical role in B2B SaaS for enterprise level customers.
- Zendesk and Jira proficiency required — you know how to work a queue, write a solid bug report, and track an issue to closure.
- Intermediate SQL skills: you can write select statements, filter and aggregate data, and join tables to answer a question without waiting for someone else to run the query.
- Build automations using scripts (ex. bash) and AI agents (Claude, ChatGPT).
- Experience reading and reporting on front-end HTML and Javascript issues.
- Strong written communication in English — you can write a client update that is accurate, calm, and clear, and an internal escalation that gives Engineering exactly what they need. You’re comfortable communicating with both technical and strategic-focused clients.
- Proficient and experience reading and translating error messages, API responses, and logs
- Familiarity and handson debugging media platform integrations, for ex. Adobe, Salesforce, Meta or GCM.
- Familiarity with SSO setup is a plus.
- Detail-oriented and organized in a high-volume, fast-paced environment where multiple tickets are in flight simultaneously.
- Collaborative by nature — you work closely with Customer Success Managers, Solutions Architects, and Engineers without needing to own the outcome alone.
