Technical Support Analyst

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

📋 Description

• Collaborate directly with customers: Grasp their technical challenges, guide them through resolution paths within the application, and assist them in navigating complex issues with clarity.

• Address technical challenges: Investigate escalated cases related to application behavior, workflow errors, data integrity, and backend complications.

• Delve into logs and systems: Utilize tools such as GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behaviors.

• Collaborate across teams: Work together with Engineering and Product to escalate bugs, file tickets, create documentation, and influence roadmap improvements.

• Serve as the customer's technical advocate: Identify patterns, pain points, and usability challenges that impact product success and communicate them internally.

• Document and enhance processes: Develop internal playbooks and suggest process modifications to reduce ticket volume and enhance first-response resolution.

⛳️ Requirements

• 2–4 years of experience in a technical support or application support role within a SaaS company

• Practical experience in investigating issues across backend and cloud systems

• Proven ability to translate complex technical problems into actionable next steps

• Familiarity with CRM, ERP, or other data-intensive software environments (preferred)

🏝️ Benefits

• HMO with 1 free dependent upon hire

• Life Insurance

• 10% Night Differential

• 20 PTO credits annually

• VL and SL cash conversion

• Annual Performance-Based Merit Increases and Employee Recognition

• Great Company Culture

• Career Growth and Learning Opportunities

• Night Shift

• Work from Home

• 60,000 - 64,500 all in