Technical Support Analyst - REMOTE
Salary: ₱40,000 – ₱50,000 per month
Location: Metro Manila, Philippines | Remote (M-F)
Employment type: Full-time | Night Shift
About the role
This is a Tier 1 technical support role focused on investigating and resolving customer-reported data discrepancies. You will analyze reports, metrics, and source data to identify variances, provide technical support for reporting and data-related questions, and collaborate with Product, Engineering, and CSM teams to ensure accurate and consistent data delivery.
Key responsibilities
Investigate and resolve customer-reported data discrepancies by analyzing reports, metrics, and source data
Use Excel extensively (pivot tables, formulas, lookups, filters) to validate data and identify variances
Respond to customer inquiries via ticketing systems, email, or calls with clear, timely, professional communication
Provide Tier 1 technical support for reporting, integrations, and data-related questions
Document findings, resolutions, and recurring issues to improve internal knowledge bases
Escalate complex or unresolved issues to Tier 2/Engineering with clear reproduction steps and analysis
Collaborate with Product, Engineering, and CSM teams to ensure accurate and consistent data delivery
Help customers understand metrics, definitions, and reporting logic
Qualifications
Degree in Data Analytics, Computer Science, or a similar related field
Strong Excel skills, including pivot tables, VLOOKUP, basic formulas, and data filtering
Excellent customer service and communication skills, with the ability to explain technical concepts clearly
Strong analytical and problem-solving abilities with high attention to detail
Comfort working with large datasets and identifying inconsistencies
Ability to manage multiple tasks effectively in a fast-paced environment
Practical understanding of SQL or reporting tools
Preferred: Exposure to ad tech concepts such as impressions, clicks, revenue, viewability, or attribution
Preferred: Familiarity with digital advertising platforms (e.g., DSPs, SSPs, ad servers)
Preferred: Experience working with support workflows or ticketing systems (e.g., Zendesk, Jira, Freshdesk)
Job Ref: RH-TT