Product Support Engineer

Join InspireX as a Product Support Engineer

Location: Cebu, Philippines

Reporting to: Product Manager

Work Set-up: Hybrid

Are you a natural problem solver who enjoys making a real impact for customers? Do you thrive at the intersection of technical support, software troubleshooting, and customer care? InspireX is looking for a Product Support Engineer to join our growing team and play a critical role in supporting our innovative software products used across the global Audio Visual (AV) industry.

About InspireX

At InspireX, we specialise in providing software services and solutions that drive innovation in the professional AV industry with a team of global specialists and a track record of delivering complex, high-impact projects. In addition to our services work, we proudly design, develop and support two flagship software products:

TPControl – A trusted control interface solution that brings powerful customisation and mobility to control systems across iOS, Android, and Windows devices. Used by thousands of customers globally, TPControl enables reliable, responsive control for demanding environments.

Connecti – A modern HyFlex solution for higher education and enterprise. Connecti bridges UC platforms (like Zoom and Teams), lecture capture, and in-room AV to create seamless, connected learning and collaboration spaces. Built for scale and ease-of-use.

Your Role

As a Product Support Engineer, you’ll be the frontline expert supporting InspireX software products. You’ll troubleshoot technical issues, manage licensing processes and maintain documentation and internal systems.

This is a hands-on, multifaceted role that works closely with product, engineering, and customer teams - ideal for someone who thrives in a collaborative environment and enjoys wearing multiple hats.

What You’ll Do

Customer Support & Relationship Management

• Manage Level 1, 2, and 3 support for InspireX software products.
• Act as the primary point of contact for product-related inquiries.
• Troubleshoot issues related to software, licensing, and integrations.
• Escalate complex issues to engineering with clear documentation.
• Build long-term customer trust through proactive communication and support.
  
  

Product QA & Bug Management

• Replicate and validate reported issues in test environments.
• Collaborate with engineering to test bug fixes before release.
  
  

System & Knowledge Base Management

• Maintain the support ticketing system and ensure issues are properly logged, categorized, and resolved.
• Manage and update the customer knowledge base to enable better self-service.
• Document common issues and troubleshooting steps.
  
  

User Account, License & Product Administration

• Handle user management, license generation, renewals, and activation.
• Track usage, renewals, and customer entitlements.
  
  

Product Feedback & Roadmap Input

• Capture recurring issues and customer insights.
• Work with the Product and Solutions teams to shape future features and improvements.
• Act as the voice of the customer in internal planning discussions.
  
  

What You Bring

• Bachelor’s degree in Computer Science, IT, or equivalent practical experience.
• 2–3 years experience in technical support or software product support roles.
• Basic troubleshooting skills for software, licensing, and configuration issues.
• Excellent communication skills — clear, professional, and approachable across technical and non-technical users.
• Proven experience working with ticketing systems, CRM platforms, or support documentation tools.
• Eagerness to learn and adapt quickly in a fast-paced environment.
• Exposure to QA or issue tracking processes (a plus).
• Interest or background in the AV industry (a plus).
  
  

Why Join Our IX Collective?

At InspireX, We Believe In a People First & #GotYourBack Mentality. We’re a Diverse, Creative Team That Values Authenticity, Continuous Learning, And Meaningful Collaboration. We Champion

• Equality in the workplace
• Respectful, inclusive engagement
• Safe and supportive interactions
• A workplace that celebrates individuality and innovation
  
  

Our Commitment

• Thorough onboarding and ongoing training
• A strong culture of security and compliance
• Transparent documentation and clear internal processes
• A genuine opportunity to grow with a global, tech-driven business
  
  

Join us at InspireX and become a key player in a company that values innovation, customer satisfaction, and meaningful collaboration. Help us shape the future of AV software, one support ticket (and satisfied customer) at a time.