Application Support Specialist - ServiceTitan Experience

Keep critical operations moving, one solution at a time. We’re looking for a detail-focused platform specialist who can manage a busy support queue, solve day-to-day system issues, and guide users with clarity and confidence. If you enjoy troubleshooting, improving data quality, and helping teams work smarter, you’ll thrive in this role.

Work Set Up: Hybrid 2-3x a week onsite; to be revisited upon regularization

Role Overview

As our Application Support Specialist, you’ll own the Tier 1 and Tier 2 support queue for field technicians, office staff, and branch managers, resolving common platform, configuration, workflow, and data issues within agreed service levels. You’ll also support user onboarding and training, maintain clear ticket documentation, coordinate cross-functionally, and escalate complex matters with complete context.

Key Responsibilities

Own the Support Queue: Monitor, triage, prioritize, and resolve Tier 1 and Tier 2 tickets within defined SLAs across all branches and business units.

Troubleshoot Platform Issues: Resolve common user-access, job, dispatch, invoicing, payment, reporting, mobile-app, and workflow issues.

Escalate with Context: Route complex or platform-level matters to the appropriate lead with screenshots, impact details, and troubleshooting steps already completed.

Document Solutions: Record clear, step-by-step ticket resolutions and help maintain internal how-to guides, quick-reference materials, and training resources.

Support Users: Assist with account provisioning, permissions, mobile-app setup, onboarding, and short individual or group training sessions.

Maintain Configuration: Complete approved updates to price books, service and job types, estimate templates, dispatch boards, and related settings under guidance.

Protect Data Quality: Audit records for duplicates, orphaned jobs, miscategorized transactions, and reporting inaccuracies, then correct or escalate findings.

Coordinate Across Teams: Work with dispatch, accounting, field operations, and branch stakeholders on issues involving payroll, job costing, invoicing, and service delivery.

Drive Continuous Improvement: Participate in regular platform reviews, identify recurring issues, and recommend permanent fixes or process improvements.

Support Scope

- User Access & Accounts: Passwords, logins, provisioning, role assignments, permissions, mobile access, and account deactivation.
- J obs, Scheduling & Dispatch: Missing or duplicate jobs, incorrect statuses or assignments, dispatch-board visibility, recurring appointments, time zones, and booking errors.
- Invoicing & Payments: Invoice generation, line items, pricing codes, payment application, credits, exports, and accounting mismatches.
- Price Books & Estimates: Missing services or materials, incorrect prices, estimate-template issues, recommendations, and estimate-to-job conversion.
- Memberships & Agreements: Visibility, benefit application, renewals, status corrections, and escalation of deferred-revenue questions.
- Reporting & Mobile: Report results, scheduled emails, export formatting, missing performance data, app access, time entries, signatures, and job completion.
- Integrations & Sync: Accounting sync errors, duplicate transactions, third-party error codes, and automation-trigger failures.

Skills & Experience

- 1–3 years of direct ServiceTitan experience in a field, office, administrative, or support capacity.
- Demonstrated ability to navigate job management, dispatch, invoicing, reporting, and mobile workflows.
- Strong written and verbal communication, with the ability to explain technical issues clearly to non-technical users.
- High attention to detail and confidence working with data quality, configuration, and process documentation.
- Ability to manage multiple open tickets, assess urgency and impact, and prioritize effectively.
- ServiceTitan Certified Technician or Certified Admin credential is preferred.
- Experience in home services operations, including HVAC, plumbing, electrical, or similar trades, is advantageous.
- Exposure to Sage Intacct, accounting reconciliation, or data-export workflows is desirable.
- Previous experience in a help desk, technical support, application support, or platform administration role is preferred.

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What’s in It for You

- Flexibility that Fits: Hybrid options across Makati and Pampanga, on day shifts aligned with our Australian clients.
- Workspaces that Work: Modern offices built for focus, collaboration, and real productivity.
- Coffee and Good Company: Barista coffee on demand and a café bar to unwind after work.
- Meals on Us: Complimentary meals once a week on your on-site day.
- Covered from Day One: Health coverage with free dependent coverage, so you're looked after from the start.
- Compensation You Can See: Transparent salary packages with direct client involvement.
- Room to Grow: Ongoing training and real opportunities to step into bigger roles.
- An Award-Winning Home: Join a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.
- People Who Have Your Back: Work alongside reliable, easy-going people who care about doing great work.
- A Global Stage: Work directly with international clients and see how teams scale worldwide.

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About Us
At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact
Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.