Technical Support Analyst

Work Setup: Remote - Philippines

Contract: Full time

Equipment: Company provided

Schedule: Must be flexible (esp. Night Shift)

Job Summary: The Sr. Technical Support Analyst is responsible for providing advanced technical support and analysis for complex, escalated technical issues across systems, applications, or infrastructure. This role conducts in-depth troubleshooting and root-cause analysis, contributes to knowledge base development, and mentors less experienced analysts. The Sr. Technical Support Analyst serves as a key technical resource for high-impact or high-complexity support cases.

What does a day in the life as a Senior Technical Support Analyst look like?

• 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 and best practices through training and learning initiatives

• Collaborate with other departments as needed

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Perform other duties as assigned

What are the required qualifications for a Senior Technical Support Analyst?

• 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

• Relevant technical certifications, a plus

• Ability to support escalations outside standard business hours, as needed

Ninja Perks and Benefits

• Competitive compensation

• Adherence to 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

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/JmXEfyooN0ZbM1d2MKIxS