Product Support Engineer
InspireX - Software Services for AV Companies
Date: 3 weeks ago
City: Cebu City
Contract type: Full time
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
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
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.
- Replicate and validate reported issues in test environments.
- Collaborate with engineering to test bug fixes before release.
- 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.
- Handle user management, license generation, renewals, and activation.
- Track usage, renewals, and customer entitlements.
- 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.
- 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).
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
- 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
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Accounts Payable - Cebu
Dempsey Resource Management,
Cebu City
19 hours ago
URGENT DIRECT HIRINGAccounts PayableEmployment Type: Full-TimeSchedule: Mid-shift# of Available positions: 1Salary Range: The salary will be customized according to their level of experience. Subject to evaluation. Cebu / Baybay Site: Full OnsiteJob DescriptionThe role of Accounts Payable involves providing financial, administrative, and clerical support to the organization. Their role is to complete payments and control expenses by receiving payments, plus...
Newsletter & Email Marketing Specialist
Helpstar,
Cebu City
2 days ago
Own the Voice That Connects Our Global Hotel CommunityPosition: Email Marketing & Platform Communications SpecialistLocation: Remote (Philippines preferred)Job Type: Full-TimeExperience Level: Mid-LevelAbout UsWe are a global platform helping hotels increase direct bookings through education, WordPress hosting, live coaching, and hands-on digital support. With clients and learners around the world, we offer online courses, webinars, and a growing suite of tools...
Senior System Engineer
Kuehne+Nagel,
Cebu City
3 days ago
With a strong focus on customer service, we aim to provide technology that supports the productivity of KN staff at all levels. Your Role Our team seeks to provide high-quality technical guidance and support for global infrastructure services, including email and email archiving.Your ResponsibilitiesProvide 2nd and 3rd level support for operational issues. Document processes, procedures, changes, and task progress. Participate...
