QA Engineer Technical Support | Spiro Media
Cavite
I’m a Customer and Technical Support Specialist with 15+ years of experience helping customers, troubleshooting technical issues, handling escalations, and supporting SaaS platforms. I started my career in customer and technical support, eventually taking on roles as a Team Lead Trainee, Subject Matter Expert, and Advanced Support Specialist. Since moving into remote work in 2020, I’ve continued to work primarily with U.S.-based companies and SaaS platforms. Over the years, my responsibilities have included: - Customer service and technical support - Troubleshooting and resolving customer issues - Handling escalated tickets that frontline support cannot resolve - SaaS account setup and configuration - Integration support for tools such as Dropbox, Vimeo, Stripe, Square, and other third-party platforms - Reviewing orders, work orders, and invoices - QA testing before system updates and fixes are released - Identifying bugs and creating detailed tickets for engineering teams - Creating and maintaining knowledge base and troubleshooting articles - Reviewing processes and looking for ways to reduce recurring issues - Handling difficult or escalated customer situations professionally I’ve worked with different types of businesses and SaaS platforms, so I’m comfortable learning new systems and figuring things out when there isn't an obvious answer. In my current role, I work as a QA & Technical Support Specialist. I review escalated customer issues, investigate problems, work with engineering when a fix is required, and perform QA testing before updates are released. I also have a strong customer support background, so I understand both the technical side of an issue and how it affects the customer. If you need someone who can do more than simply follow a script — someone who can troubleshoot, investigate, communicate with customers, test a solution, and follow an issue through to resolution — that's where I can help.
Spiro Media, full_time
Mar 2025 to Present
- Review Updates before it gets released in Production - Troubleshoot back-office tickets raised, filtering before passing to dev team - Reproduce and identify reported bugs, fix if can, submit to dev if cannot - Daily report to the dev team with a summary of tasks to complete
Ecotrak, full_time
Apr 2022 to Jan 2025
- Assist both clients and technicians with their concerns about the platform - Ensure that technicians are scheduled correctly for their work orders - Run tests on system updates before they get released to production - Identify and reproduce bug reports before sending them to the dev team
Social27, full_time
Sep 2020 to Jan 2022
- Stream Videos for virtual events - Review pre-recorded videos before streaming - Basic video editing such as adding transitions and closed captions - correcting of srt files before it is loaded on the media
iQor Inc (RMS Collect Philippines), full_time
Oct 2018 to Sep 2020
- Inbound customer service - Upselling of mobile products - Customer Account Management - Billing Specialist
Uber Center of Excellence, full_time
Feb 2017 to Feb 2018
- Critical Support for Uber Riders & Drivers - Assess reported tickets and investigate reported concerns - Identify Fraudulent reports - Account management
IBM, full_time
Nov 2015 to Apr 2016
- Assist Employees with their account concerns - Investigate reported tickets - Troubleshooting of reported incidents - Compile and create a ticket to back office for unresolved concerns
Convergys Philippines, full_time
Nov 2012 to Jan 2015
- Account Management - Billing Specialist - Upselling Specialist - Subject Matter Expert to assist other agents during availability
Teletech Philippines, full_time
Dec 2010 to Oct 2012
- Troubleshooting of internet service - Account Management