Technical Support Associate; Remote; Philippines

Technical Support Associate
Level: Entry-level
Location: Remote (Philippines Only)
Working hours: Rotational schedule
Type: Full-Time (Payment in USD)
Reports to: Global Head of Technical Support

Ready On is the intelligent labor operating system for frontline enterprises. We help the world’s largest employers hire, schedule, and manage their frontline workforce  platform automates millions of manual scheduling actions each year, turning labor operations from a cost center into a competitive advantage. We’re a Series A company backed by leading investors and partnered with some of the most admired enterprises in the world.

We are looking for a Technical Support Associate to join our Support team and help us build a support function that can scale alongside Ready On’s growth.

This is an entry-level role, but it is not a passive one. We are looking for someone who cares deeply about clients, teammates, and the quality of the work they leave behind.

You will help enterprise clients, including operations managers, HR leaders, and workforce planners who rely on Ready On every day, by responding to support tickets, investigating issues, asking the right questions, documenting your findings, and escalating when needed.

At the same time, you will help the Head of Global Support and the wider team improve how we work by spotting gaps, suggesting better processes, and helping us build a stronger, more reliable support operation.

We are a Series A startup, which means things move quickly. There may be ambiguity, change, and moments where the process is still being built.

For the right person, that also means there is a real opportunity to take ownership, make improvements, grow quickly, and help shape how Support operates at Ready On.

• Investigate reported issues by gathering the right information, checking available tools, and following troubleshooting steps across scheduling, shift management, workforce configuration, and integrations.
• Ask clear follow-up questions when more information is needed from the client.
• Document findings, actions taken, and next steps clearly within support tickets.
• Escalate complex or technical issues to senior Support team members, Engineering, Product, or other internal stakeholders when required, with the right context and urgency.
• Keep clients updated with care, clarity, and empathy throughout the resolution process.
• Follow internal support processes, macros, and escalation guidelines, while helping improve them when something is not working.
• Identify recurring issues, process gaps, or patterns in client requests and surface them to the team.
• Contribute to internal documentation by adding learnings, improving existing content, and making information easier for others to use.
• Collaborate with Engineering, Product, Customer Success and all other internal teams to help resolve client issues and improve the overall client experience.
• Support the Head of Global Support in building a scalable, reliable, and high-quality Support function.
• Take ownership of your work and help leave tickets, processes, documentation, and team workflows better than you found them.

• Strong written English communication skills.
• A genuine interest in technology, troubleshooting, and customer support.
• A client-first mindset and a real desire to help people.
• Someone who cares about the team, not just their own queue.
• Incredible attention to detail and ability to follow processes carefully.
• Ability to stay calm, professional, and organised when handling client issues.
• Curiosity and willingness to learn new tools, systems, and technical concepts, including workforce management software and enterprise platform configurations.
• Good problem-solving skills…