Remote – Philippines (Supporting a U.S.-Based Company) Role Overview We are seeking a Technical Systems & Escalations Manager to support internal technology platforms, assist with customer experience escalations that involve technical questions, and coordinate with technical specialists when deeper expertise is required. This role does not require engineering or advanced systems administration. The focus is on investigating issues, researching possible causes, identifying the appropriate direction for troubleshooting, and coordinating with the correct technical resources such as vendor support teams, system administrators, or developers. The coordinator ensures technical issues are clearly understood, routed to the appropriate specialists, and followed through to resolution while keeping internal teams informed. Key Responsibilities  Customer Escalations. Participate in customer experience escalations involving technical or security-related questions. Help investigate issues and provide clear explanations to internal teams and clients while ensuring concerns are properly documented and routed for resolution.  Technical Issue Investigation. Research and analyze issues across SaaS platforms, integrations, and internal systems to identify potential causes and determine the appropriate troubleshooting path before involving technical specialists.  Systems Coordination. Assist with basic oversight of internal SaaS platforms such as Zoho, including user access management and monitoring system activity that may affect operations.  Automation & Integration Oversight. Support and monitor system integrations and automation workflows, including Zapier-based automations, and coordinate with technical specialists when updates or fixes are required.  Technical Project Coordination. Help coordinate technical initiatives such as system integrations or platform improvements by gathering requirements, organizing information, and liaising with developers or technical vendors.  Documentation & Knowledge Management. Maintain clear documentation of systems, integrations, troubleshooting processes, and technical resolutions to ensure continuity and operational clarity. Qualifications • Strong customer communication and problem-resolution skills • Strong ability to research technical topics and identify potential solutions • Ability to remain structured and composed during escalation situations • Strong analytical, organizational, and problem-solving abilities • Experience handling customer support situations, escalations, or complex client inquiries • Experience working with SaaS platforms, CRM systems, or operational technology environments • Comfortable coordinating with engineers, developers, system administrators, or vendor support teams • Ability to communicate technical concepts clearly to non-technical stakeholders Helpful Experience • Familiarity with Zoho CRM or similar CRM platforms • Experience with automation tools such as Zapier • Background in technical customer support, SaaS operations, or implementation support • Experience coordinating with technical vendors or development teams Work Environment • Fully remote role • Candidates must be based in the Philippines • Role supports operations for a U.S.-based company • Regular collaboration with international teams • Occasional participation in customer calls during escalation situations