Senior Technical Support Analyst

🔥 6 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Provide advanced technical support and troubleshooting for complex or escalated issues • Conduct root-cause analysis on recurring or high-impact technical issues • Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides • Mentor and provide technical guidance to less experienced support analysts • Partner with engineering or product teams on escalations requiring further investigation • Identify trends in support cases and recommend process or product improvements • Monitor and report on support case metrics, including resolution time and case volume • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of technical support analysis, tools, and troubleshooting methodologies through training and learning initiatives • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues • Perform other duties as assigned

🎯 Requirements

• Minimum of two (2) years of experience in a technical support, systems support, or related IT role • Demonstrated expertise in advanced troubleshooting across systems, applications, or infrastructure • Strong analytical skills, with the ability to conduct root-cause analysis on complex technical issues • Experience mentoring or providing technical guidance to junior support staff • Proficiency with ticketing systems, remote support tools, and technical documentation platforms • Strong written and verbal communication skills, with the ability to translate technical detail for varied audiences • Working knowledge of relevant systems, networks, or applications supported by the role • Ability to support escalations outside standard business hours, as needed

🏖️ Benefits

• Competitive compensation • Government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off • Birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Employee Referral Program • Company-provided equipment