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Technical Customer Support Specialist (Philippines & Vietnam)(A110082)
Full-time
Office Location: Yuchengco Tower, RCBC Plaza, 6819 Ayala Avenue, Makati City
Work Arrangement: Onsite, Monday - Friday
About the Role
AI Rudder is looking for a Customer Support Specialist based in Makati to serve our clients in the Philippines and Vietnam. In this role, you will handle both client-facing support and technical troubleshooting. You will connect our clients with our internal technical teams and guide them from the Proof of Concept (POC) stage through go-live and ongoing support. You will work closely with our core technology and learn how our AI voice agents work and how to fix issues when they come up. At the same time, you will be talking with clients regularly, so you need a good understanding of how our product fits into their business.
Responsibilities
Act as the main contact for technical questions from clients and from our Customer Success and Solutions Consulting team, and troubleshoot issues related to the AI agent system, performance, dialogue flows, and integrations.
Monitor the customer support queue and make sure all requests are handled within the agreed Service Level Agreements (SLAs).
Solve simple issues directly. For complex issues, document them clearly, escalate them to the R&D team with full context, and track the resolution timeline until the issue is closed.
Coordinate between the client's technical team and AI Rudder's technical team during system integration, including API integration, SFTP data exchange, and telecom (SIP) integration.
Set up client accounts on our platform during onboarding, including user permissions, workspace structure, and security settings.
Support the end-to-end implementation process, from Proof of Concept (POC) setup and testing (SIT and UAT) to go-live, making sure the system is stable and launch issues are solved quickly.
Lead selected projects as the project owner and manage timelines across client and internal teams.
Help the Customer Success team prepare for business reviews by collecting performance data and usage analytics.
Join client calls and occasional onsite meetings to explain technical topics in simple terms.
Maintain complete client records, including technical configurations, deployment schedules, and troubleshooting guides.
Minimum Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field.
At least 3 years of full-time experience in Customer Support, L1/L2 Technical Support, Technical Account Management, or Customer Success in a SaaS, Contact Center, Cloud, or AI solution environment.
Hands-on experience with system integration through APIs.
Strong troubleshooting skills, including basic log analysis to find the root cause of technical issues.
Understanding of telecom layer integration, especially SIP.
Familiarity with SFTP, data exchange, and task synchronization.
Understanding of the software development lifecycle (SDLC) and standard deployment phases (SIT, UAT, go-live).
Ability to manage project timelines and coordinate with multiple stakeholders, both internal and external.
Basic data analysis skills to track SLA, usage, and performance data and to spot issues.
Willing to travel occasionally for onsite client meetings.
Preferred Qualifications
Hands-on experience with VoIP or other telecom protocols beyond SIP.
Experience with AI, LLM, voice bot, or chatbot products, and an understanding of how they work.
Experience in on-call or after-hours technical support.
Experience supporting clients in the Philippines, Vietnam, or across multiple countries in their local language.
About AI Rudder
AI Rudder is a conversational AI company on a mission to transform how businesses communicate with their customers — across voice and digital channels that feel genuinely human.
Founded in 2019 and headquartered in Singapore, we're building technologies that bridge languages, enhance understanding, and enable meaningful human–machine communication at scale.
Today, we serve 500+ enterprise clients globally processing 50 million calls daily and having delivered more than 8 billion calls to date.
How We Work
AI-first: AI isn't a tool we reach for. It's the default we start from. Every team, every workflow: AI-first.
Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work.
Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.
What We Offer
Learning & Development: Continuous learning through real projects, knowledge sharing session, mentorship, and cross-functional collaboration.
Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.
Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.
Meaningful Impact: Build AI solutions that create real value for businesses around the world.
Ownership & Autonomy: Freedom to take initiative and drive outcomes.
Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration.
