SupportNinja
SupportNinja
1,001 – 5,000 Employees
B2BSaaS
SupportNinja provides flexible outsourcing services for businesses that need to expand their capabilities without proportionally increasing internal headcount. Its work spans customer experience, customer and technical support, content moderation, data processing, and finance and accounting. The company combines tailored service delivery with AI-enabled solutions to help more than 200 businesses improve operations and pursue growth. Founded in 2015, SupportNinja operates in the B2B and SaaS space.

Senior Technical Support Analyst, Philippines (Remote)

SupportNinja is seeking a senior analyst to resolve complex technical issues across systems, applications, and infrastructure. The role also involves root-cause analysis, mentoring support analysts, and improving support processes.

Description

  • Resolve complex and escalated technical issues through advanced support and troubleshooting.
  • Investigate recurring or high-impact problems to identify their root causes.
  • Create and maintain knowledge base articles, troubleshooting guides, and other technical documentation.
  • Coach less experienced analysts and provide technical guidance.
  • Work with engineering and product teams to investigate escalated issues.
  • Spot patterns in support cases and suggest improvements to processes or products.
  • Track and report support metrics, including case volume and resolution time.
  • Follow company policies and procedures.
  • Achieve performance goals for relevant KPIs.
  • Build technical support expertise through training and ongoing learning.
  • Coordinate with other departments as needed.
  • Treat customers and colleagues with empathy and professionalism.
  • Take on other duties as assigned.

Requirements

  • At least two years of experience in technical support, systems support, or a related IT role.
  • Advanced troubleshooting skills across systems, applications, or infrastructure.
  • Strong analytical ability to find root causes of complex technical problems.
  • Experience mentoring or guiding junior support staff.
  • Proficiency with ticketing systems, remote support tools, and technical documentation platforms.
  • Strong written and spoken communication skills, including explaining technical details to varied audiences.
  • Working knowledge of the systems, networks, or applications supported in this role.
  • Availability to handle escalations outside standard business hours when needed.

Benefits

  • Competitive compensation.
  • Government-mandated benefits.
  • Retirement savings program with company matching.
  • Life insurance.
  • HMO coverage from the first day.
  • Paid time off.
  • Birthday leave.
  • Bonus and incentive plans.
  • Skills training and personal and professional development opportunities.
  • Employee referral program.
  • Company-provided equipment.

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