Customer Support, Configuration & Enablement Specialist (Level 12)

Work Arrangement / Work Shift: Remote / 6:00 AM to 3:00 PM (Australia Shift)

Role Overview:

We’re looking for a Customer Support, Configuration & Enablement Specialist to provide Level 1 and Level 2 support, assist with system configuration, manage customer help content, and own release communications. This role combines customer support, product knowledge, configuration capability, documentation, and customer enablement. You’ll work closely with Product, Engineering, and Customers to improve both the product and customer experience.

What You’ll Be Doing:

Customer Support (Level 1 & 2)

• Provide Level 1 and Level 2 customer support

• Diagnose and resolve more complex customer issues

• Make minor configuration updates within customer environments

• Assist customers with system setup and optimisation

• Support advanced troubleshooting scenarios

• Communicate directly with customers to resolve issues

Configuration & Platform Support

• Perform configuration changes such as pay rule adjustments, role or permission updates, workflow configuration, and system settings updates

• Assist with customer integration support including mapping files, data imports, and basic level API troubleshooting

• Validate configuration changes through testing and ensure changes do not introduce regression

Help & Customer Enablement

• Own and manage the customer help experience including help centre/knowledge base content, in-app help guidance, tooltips, onboarding content, FAQ documentation, and step-by-step guides

• Create customer education content such as how-to videos, feature walkthroughs, setup guides, best practice documentation, and release highlight summaries

Release Management & Communication

• Create and publish release notes and document new features, enhancements, and bug fixes

• Communicate product updates to customers and work with product team to understand upcoming changes

• Maintain release history

Product Testing (Advanced)

• Test new features and enhancements and perform advanced scenario testing

• Validate configuration-driven functionality and assist with UAT scenarios

• Perform regression testing across modules and validate customer-reported fixes

What You’ll Need:

• Experience in SaaS customer support (Level 1 & 2)

• Strong troubleshooting ability

• Experience configuring SaaS platforms

• Excellent written communication skills

• Experience writing help documentation

• Ability to create structured knowledge base content

• Strong attention to detail

• Comfortable working in a startup environment

• Ability to manage multiple priorities

What Will Set You Apart:

About Atticus:

Atticus Advisory Solutions Inc. is a specialized remote staffing and IT offshoring firm based in the Philippines, providing vetted, high-quality Filipino talent to global tech startups, SMEs, and consulting firms, focusing heavily on niche areas like ERP (NetSuite), Accounting and Finance and IT, offering integrated recruiting, upskilling, and HR support to ensure high retention and reliable offshore teams.

Atticus provides a comprehensive solution for international companies to build dedicated, outsourced teams and efficiently scale their technical and administrative capabilities by leveraging skilled Filipino talent, managed with a focus on quality and long-term retention. We ensure the teams perform like extensions of the client’s own operations.

Who We Are:

We are a customer-focused organization that puts people at the heart of everything we do. We believe great outcomes come from strong collaboration, where ideas are openly shared and teamwork is valued. Our team members are proactive and confident—they take ownership, speak up, and are not afraid to ask questions.

We encourage curiosity and continuous improvement, empowering everyone to challenge the status quo and find better ways of working. We foster a growth mindset, where learning is continuous, feedback is welcomed, and mistakes are seen as opportunities to grow. Here, you are supported to develop your skills, improve processes, and make a meaningful impact.

Why Join Us:

At Atticus Advisory Solutions Inc, we value our employees and provide a positive and collaborative work environment. We offer competitive compensation, benefits, annual leaves, health and medical insurances. Our culture offers flexible working arrangement and opportunities for growth and development.