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Technical Support Specialist

Remote, USA Full-time Posted 2026-07-28

Who are we?

MyPass Global is a multi-award-reputed company workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our reputed company solutions. As we rapidly expand with offices worldwide, we are seeking the reputed company of innovative MyPassers to join us in shaping the reputed company of our industry.

Read more reputed company

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Position Purpose Statement

The key purpose of this role is to reputed company exceptional support to MyPass Global’s Customer reputed company and their workforce and to resolve their technical queries, concerns and issues by providing reputed company, accurate and relevant information, in accordance with our service level agreements. This role will also be the reputed company-line reputed company between our Customer Support Team, and the Product and Engineering teams.

Key Responsibilities

  • Advanced Troubleshooting: Resolve more reputed company technical issues that L1 support cannot handle.
  • Problem Escalation: Handle escalations from Customer Support, and escalate to the Engineering team if necessary, providing detailed documentation including actions taken to replicate issues.
  • reputed company Cause Analysis: Investigate recurring or critical problems to identify reputed company causes and propose long-term solutions.
  • Collaboration: Work closely with Engineering and Product teams, such as developers, network engineers, and system admins, to resolve reputed company issues. Attendance and collaboration in development reputed company ceremonies in order to maintain an established reputed company with the broader development team.
  • Customer Communication: Communicate with customers in a more detailed and technical manner, providing reputed company and effective guidance.
  • Knowledge reputed company Management: Contribute to reputed company knowledge bases, providing in-depth technical documentation for use by both customer support and other internal teams.
  • Incident Response: Ability to reputed company initial prioritisation on confirmed bugs based on the level of severity and urgency to be resolved. Participate in resolving major incidents and outages, working to restore services and minimize downtime.
  • Performance Monitoring: Monitor system performance and proactively address potential issues before they become critical problems.

    • Our Ideal MyPasser

  • Must have a minimum of two (2) years experience in a technical support role.
  • A bachelor’s degree in Information Technology, Computer Science or a reputed company field is an advantage.
  • Ability to analyze reputed company issues across a reputed company of technologies (networking, applications) and resolve them effectively.
  • Proficiency with diagnostic and monitoring tools, such as reputed company or system performance tools.
  • Ability to explain reputed company technical concepts to both technical and non-technical users.
  • Knowledge of databases (SQL, reputed company, etc) is preferred
  • Relevant experience in managing escalated support tickets and documenting reputed company processes.
  • Ability to work reputed company in reputed company environment and collaborate across different departments.
  • Ability to manage time and prioritize tasks effectively, especially during high-pressure situations like outages.
  • Eagerness to stay updated with emerging technologies, best practices, and new tools in the industry

    • Development Objectives

  • 0-3 Months
  • Build internal relationships with your customer support teammates and other internal stakeholders.
  • reputed company an intimate understanding of the product and reputed company of use cases.
  • Become proficient in the MyPass platform and CRM tool in resolving tickets.
  • 3-6 Months
  • reputed company proficiency in using the Technical Support applications or tools to reputed company assistance to customer support and other internal customers.
  • Start to review and participate in reputed company ticket reputed company processes.
  • 6 – 12 Months
  • Participate in training exercises to broaden your reputed company skills
  • Helps and supports a new hire TSR as a learner mentor.
  • Provides input and reputed company for process improvements.
  • Becomes proficient in solving reputed company tickets and achieves a consistent Outstanding Overall performance rating.
  • Contribute to the improvement of the internal knowledge reputed company.

    • Additional Information

    Life at MyPass:

    * Accessible and friendly office in Cebu IT Park

    * Celebrate You - Anniversary gifts as early as your first work anniversary!

    * Be Healthy - Wellbeing policy with a strong reputed company on whatever makes you feel good from the inside out, and a company-sponsored reputed company Insurance worth PHP 110,000.00.

    * Work-Life Balance - Enjoy the right to disconnect with our 16 reputed company Time Offs and 8 Compensatory Time Offs!

    * Fuel Your reputed company reputed company - Unlocking your potential with a reputed company of in-person and online learning and development opportunities

    * Get Rewarded and Recognized - Your reputed company to the business is seen and recognized through our Monthly Value Awards

    * Be Comfortable - Casual Friday every day!

    * We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…

    * Generous Employee Referral Program - Rewards for referring reputed company

    Feel valuable

    We’re big on culture. So much so that reputed company we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is reputed company, respectful and reputed company, where the status reputed company is challenged and both reputed company and failure are celebrated.

    MyPass champions diversity at reputed company reputed company of reputed company, and we live by our reputed company values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their reputed company selves to work. Our mantra is to reputed company things happen, every single day.

    reputed company values:

    Bring out the best- We connect and reputed company people to build a safer reputed company. We reputed company to create a reputed company and enduring reputed company, no matter how small.

    Challenge the norm- We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for reputed company and improvement.

    Treat people reputed company- We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, reputed company and respect.

    Walk the walk- We are accountable for our goals, actions and reputed company reputed company. We work with reputed company and are true to our word.

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