Product Support Analyst (Fresh Grad - Mid Level)

GECO Asia Pte Ltd; Iloilo City; On-site; PHP 357,000 - 580,000; Full time

Job summary

GECO Philippines, part of the GECO Asia Group, seeks a detail-oriented Product Support Analyst (Fresh Grad - Mid Level) to join our offshore UK/Poland project operations in Iloilo City. You will triage tickets, perform initial investigations, and collaborate with product teams to drive timely resolutions.

The role requires strong analytical skills, a degree in IT/CS/Math/Science/Engineering/Analytics, and good English communication.

Qualifications

• Must hold a degree in Information Technology, Computer Science, Mathematics, Science, Engineering, Business Analytics, or any related discipline.
• Strong analytical and problem-solving skills with keen attention to detail.
• Ability to interpret logs, error messages, and system behaviors to inform triage decisions in XML, JSON, VBScript.
• Experience using ticketing systems such as Jira or ServiceNow, and familiarity with escalation workflows.
• Proficient in both written and spoken English (minimum B2 level).
• Excellent English communication skills and ability to collaborate effectively with remote teams.
• Self-motivated and capable of managing a high-volume ticket queue independently.
• Willingness to work shift hours to ensure overlap with UK business operations.

Responsibilities

• Review and triage incoming tickets from the refer queue, ensuring proper categorization and prioritization.
• Conduct initial investigations using internal tools, system logs, and documentation to determine appropriate next steps.
• Provide preliminary technical analysis and clarification to minimize unnecessary escalations.
• Collaborate closely with product teams, QA, and developers to facilitate timely and accurate issue resolution.
• Maintain clear, detailed ticket notes to support downstream teams and ensure full traceability.
• Identify recurring issues and contribute to root cause analysis and process improvement initiatives.
• Support internal documentation efforts by contributing to knowledge bases and triage guides.

Skills

Analytical thinking

Problem solving

English communication

Jira

ServiceNow

Log interpretation

Team collaboration

Education

IT/CS/Math/Science/Engineering/Business Analytics degree

Tools

Jira

ServiceNow

Job description

GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.

Product Support Analyst (Fresh Grad - Mid Level)

Kickstart Your Global Career! We are seeking a detail-oriented and technically capable Product Support Analyst with strong logical thinking and excellent communication skills to join our growing team.

Project: Offshore UK / Poland
Location: Onsite – Iloilo City

This position plays a critical role in managing the initial triage of product-related tickets escalated from our frontline helpdesk. You will serve as the first line of technical escalation, ensuring that each issue is accurately assessed, prioritized, and routed to the appropriate teams for resolution.

Why Join Us?

• Work with a global team and gain hands-on technical training from teams in Poland, UK, and Singapore.
• Competitive compensation with regular salary reviews and opportunities for growth.
• Opportunities for career growth and professional development

Key Responsibilities:

• Review and triage incoming tickets from the refer queue, ensuring proper categorization and prioritization.
• Conduct initial investigations using internal tools, system logs, and documentation to determine appropriate next steps.
• Provide preliminary technical analysis and clarification to minimize unnecessary escalations.
• Collaborate closely with product teams, QA, and developers to facilitate timely and accurate issue resolution.
• Maintain clear, detailed ticket notes to support downstream teams and ensure full traceability.
• Identify recurring issues and contribute to root cause analysis and process improvement initiatives.
• Support internal documentation efforts by contributing to knowledge bases and triage guides.

Qualifications:

• Must hold a degree in Information Technology, Computer Science, Mathematics, Science, Engineering, Business Analytics, or any related discipline.
• Strong analytical and problem-solving skills with keen attention to detail.
• Ability to interpret logs, error messages, and system behaviors to inform triage decisions in XML, JSON, VBScript.
• Experience using ticketing systems such as Jira or ServiceNow, and familiarity with escalation workflows.
• Proficient in both written and spoken English (minimum B2 level).
• Excellent English communication skills and ability to collaborate effectively with remote teams.
• Self-motivated and capable of managing a high-volume ticket queue independently.
• Willingness to work shift hours to ensure overlap with UK business operations.

If you’re looking for a role that offers global exposure and real career growth, this is your chance!