Flex Peeps Hiring! Full Time Technical Customer Support Engineer (Level 2-3) in 台灣, Earn up to TWD 79,000 - Ricebowl

Flex is a global leader in strategic technical support and AI-driven tools, dedicated to innovation, customer success, and teamwork. We partner with Fortune 500 companies and are growing quickly. Now, we’re looking for a sharp, customer-savvy Technical Support Engineer (Level 2/3) to join our Customer Support Team.

About the Role

This isn’t your average support role. If you’re passionate about solving complex technical challenges, driving customer success, and working in a fast-growing software and services company, this opportunity is for you.

As a Level 2/3 Support Engineer, you’ll be the go-to expert for advanced technical issues, collaborating closely with product and engineering teams, and ensuring our customers achieve their goals. You’ll also lead special projects that improve operations, shape product quality, and enhance the overall customer experience.

What You’ll Do

Advanced Support: Resolve complex issues across email, chat, and phone, serving as the top escalation point.

Product Expertise: Build deep knowledge of Flex products to guide customers and internal teams on functionality, best practices, and troubleshooting.

Collaboration: Work with Product and Engineering to triage and resolve critical bugs, feature requests, and performance issues.

Customer Advocacy: Share customer feedback and insights to help shape product improvements.

Knowledge Management: Create and maintain FAQs, knowledge base articles, and tutorials for customers and internal teams.

Escalation Management: Own customer escalations end-to-end, keeping communication clear and proactive.

Proactive Engagement: Lead customer calls, address concerns, and identify at-risk accounts to improve retention.

Special Projects: Drive initiatives that improve support efficiency, reduce volume, and optimize processes—including AI optimization and training.

What We’re Looking For

3+ years in Level 2/3 technical support (SaaS or software environment preferred).

Strong background in software troubleshooting, log analysis, and performance diagnostics (HAR files, console logs, Datadog, JIRA, etc.).

Excellent written and verbal communication skills with a customer-first mindset.

Native-level English fluency (written and spoken).

Flexible availability for escalations when required.

Able to work 40 hours per week with a shift starting 7:00 AM to 4 PM Taipei time but with flexibility

Preferred Qualifications:

5+ years in technical support (SaaS experience is a big plus).

Familiarity with issue tracking tools (JIRA Service Management, Salesforce, Atlassian ecosystem).

Prior experience in high-volume IT support or helpdesk environments.

Strong problem-solving, multitasking, and organizational skills.

Why Join Flex?

Impactful work – contribute to key initiatives shaping the future of Flex.

Career growth – we’re scaling quickly and will support your development.

Fully remote – work from anywhere, with teammates across multiple countries.

Great culture – we value teamwork, celebrate wins, and have fun while doing great work.

Note: As our hiring teams are global, please submit your resume in English. The position is of the type contractor.

Please add : desired compensation in USD and ideally a short video link with an introduction and experience in English (2-3 minutes)

Job Type: Contract
Contract length: 12 months

Application Question(s):

• How many years of experience do you have providing Level 2/3 technical support in a software or SaaS environment?

Which of the following tools have you worked with: JIRA Service Management or other Atlassian products, Salesforce, Datadog, or experience analyzing HAR files and console logs?

• What is your current level of English proficiency (beginner, intermediate, advanced, or native)?
• Do you feel comfortable communicating in English on customer calls, documenting technical issues, and collaborating with international teams? Please provide details.
• Are you able to work 40 hours per week starting at 7:00 AM Taipei time and remain available for customer escalations when required?
• What is your desired compensation in USD for this role?

Work Location: Remote