Help global enterprises make smarter decisions through advanced technology.
As a Product Support Specialist, you will serve as a trusted advisor to platform users by providing product support, troubleshooting technical issues, guiding users through workflows, and helping customers optimize their use of the platform.
This role plays a key part in ensuring customers successfully use a sophisticated enterprise platform that supports data‑driven decision‑making for global energy companies and financial institutions. You will build a global career with Emapta while working with international technology teams and experiencing the top 1% experience designed for top 1% talent.
Job Overview
Employment type: Full time Shift: Night Shift, 9:00 AM - 6:00 PM EDT, Weekends Off Work setup: Work From Home
Exciting Perks Await!
Day 1 HMO coverage with free dependent
Competitive Salary Package
Night differential pay to maximize your earnings
Permanent WFH arrangement
Fixed weekends off
Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
Free 24/7 access to our office gyms (Ortigas and Makati)
Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
Unlimited opportunities for employee referral incentives across the organization
Standard government and Emapta benefits
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Fun engagement activities for employees
Mentorship and exposure to global leaders and teams
Career growth opportunities
Diverse and supportive work environment
Be at the forefront of innovation in energy and enterprise risk management software.
Influence product evolution by bringing the voice of the customer to strategic discussions.
Work in a high-impact role with autonomy and the ability to shape software presence in the U. S. & Europe.
The Qualifications We Seek
3 to 5 years in B2 B enterprise software support, customer success, or technical consulting roles
Strong ability to translate technical functionality into user-friendly explanations and documentation
Expertise in navigating complex data-intensive applications, explaining workflows, and training end-users
Excellent abilities to diagnose, analyze, and resolve complex technical issues and identify root causes
Excellent written and verbal communication along with client-facing skills and a consultative mindset
Strong organizational skills and attention to detail documenting customer interactions and managing tasks
Strong technical and communication skills to explain technical concepts clearly to non-technical users
Empathetic and patient demeanor with strong customer service skills to ensure a positive user experience
Self-motivated with analytical thinking; thrives with autonomy and limited direction
Bachelor's degree in a quantitative field required; advanced degree a plus
Tech Stack
Chat GPT / Claude AI: Used to assist in productivity
Mathematical Forecasting Techniques: Monte Carlo and Stochastic Simulation
Technical Skills
B2 W Software
Microsoft Office
Your Daily Tasks
Customer Support
Develop product expertise, working closely with Engineering and Product teams to diagnose and resolve user issues
Drive customer adoption by advising on optimal use of the platform's applications, solutions, and tools
Act as the primary point of contact for product support inquiries from existing and prospective users
Guide customers through navigation, configuration, and execution of key workflows within the platform
Troubleshoot complex product questions and usage challenges, providing clear, step-by-step guidance
Deliver proactive user enablement sessions including webinars, trainings, and workshops
Work with the internal team to provide customer feedback that informs product roadmap and improvements
Product Support
Collaborate with the software engineering team on reproducing and diagnosing technical issues
Maintain a knowledge base of best practices, FAQs, and how-to guides to empower user self-service
Conduct daily quality assurance and quality control testing by reviewing software requirements and verifying that features function as intended
Configure demonstration environments and customize dashboards tailored to client needs
Research
Research industry topics, gather relevant data, and integrate findings into the platform
Building Technology That Powers Modern Energy and Financial Markets
Our client develops a high-performance enterprise platform used by energy companies and financial institutions for market analysis, trading, risk management, and portfolio optimization. Their flagship platform helps organizations make smarter, faster, and data-driven decisions in complex and volatile markets. Joining their team means working with cutting-edge technology, complex data systems, and global enterprise clients, where your work directly supports how major organizations analyze markets, manage risk, and make strategic decisions.
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in 2026 Inspiring Workplaces Awards Asia, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #Emapta Era!
