Senior Technical Support Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver advanced technical support and troubleshoot complex or escalated issues.

• Perform root-cause analysis on recurring or high-impact technical problems.

• Create and maintain technical documentation, including knowledge base articles and troubleshooting manuals.

• Mentor and offer technical guidance to junior support analysts.

• Collaborate with engineering or product teams on escalations that require further investigation.

• Identify patterns in support cases and suggest process or product enhancements.

• Monitor and report on support case metrics, such as resolution time and case volume.

• Comply with company policies and procedures.

• Achieve or surpass performance targets for associated KPIs.

• Continuously enhance knowledge of technical support analysis, tools, and troubleshooting techniques through training and learning opportunities.

• Work with other departments as necessary.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues.

• Carry out additional duties as assigned.

⛳️ Requirements

• At least two (2) years of experience in technical support, systems support, or a related IT role.

• Proven expertise in advanced troubleshooting across systems, applications, or infrastructure.

• Strong analytical abilities, with the capacity to conduct root-cause analysis on complex technical challenges.

• Experience in mentoring or providing technical guidance to junior support personnel.

• Proficient with ticketing systems, remote support tools, and technical documentation platforms.

• Excellent written and verbal communication skills, capable of translating technical details for diverse audiences.

• Working knowledge of relevant systems, networks, or applications supported by the role.

• Availability to support escalations outside of standard business hours, as required.

🏝️ Benefits

• Competitive compensation.

• Government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO coverage starting on day 1.

• Paid time off.

• Birthday leave.

• Bonus and incentive plans.

• Opportunities for skills training and personal as well as professional development.

• Employee Referral Program.

• Company-provided equipment.