Product Support Analyst I

MedRisk LLC; Mandaluyong; On-site; PHP 300,000 - 600,000; Full time

Job summary

MedRisk LLC in Mandaluyong is seeking a Product Support Analyst I to provide frontline production and application support for assigned products. You will triage incidents, coordinate with product, BA, and engineering teams, and ensure clear communication throughout the incident lifecycle.

The role focuses on monitoring system health, resolving issues, and maintaining documentation and runbooks to improve product stability and user experience. A collaborative, fast-paced environment is expected.

Qualifications

• Bachelor’s degree in Business, Information Systems, CS, or related field, or equivalent.
• 2+ years in product support or related role.
• Strong troubleshooting and analytical skills.
• Experience with ticketing tools (Jira Service Management, ServiceNow, Zendesk).
• Basic SQL or data-querying skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Triage, log, and prioritize incoming support tickets and incidents.
• Diagnose and troubleshoot application, data, and workflow issues.
• Escalate complex issues to appropriate teams.
• Track incidents through to resolution with timely stakeholder updates.
• Monitor system health, alerts, and batch processes for assigned products.
• Identify and report recurring issues or trends.
• Support release deployments by validating post-release functionality.
• Coordinate with engineering on defect fixes and hotfixes.
• Serve as primary contact for business users; provide clear status updates.
• Maintain knowledge base articles, runbooks, and FAQs.
• Track support metrics: ticket volume, resolution time, SLA compliance.

Skills

Troubleshooting

Analytical skills

Written & verbal communication

Ticketing tools

Multi-priority management

Education

Bachelor’s degree in Business, Information Systems, Computer Science, or related field

Tools

Jira Service Management

ServiceNow

Zendesk

Confluence

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Product Support Analyst I

Mandaluyong, National Capital Region, PH

1 Attachments

19 days ago Requisition ID: 2861

Job title

Product Support Analyst

Department

Product Delivery

Department Head

VP, Product Management & Delivery

Reports To

Manager, Product Delivery

FLSA Status

Exempt

Last Reviewed

August, 2026

The following statements are intended to describe the general nature and level of work to be performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of an incumbent.

Position Summary

The Product Support Analyst provides frontline production and application support for assigned products, triaging and troubleshooting incidents, and coordinating with Product Managers, Business Analysts, and engineering teams to drive timely resolution. This role serves as the primary point of contact for business users experiencing issues, ensuring clear communication throughout the incident lifecycle. The Product Support Analyst also maintains support documentation, tracks recurring issues, and partners with product teams to prioritize fixes that improve product stability and the overall user experience.

Primary Duties & Responsibilities

• Triage, log, and prioritize incoming support tickets and incidents.
• Diagnose and troubleshoot application, data, and workflow issues.
• Escalate complex or unresolved issues to appropriate technical or product teams.
• Track incidents through to resolution, ensuring timely communication with stakeholders.

Production Support & Monitoring

• Monitor system health, alerts, and batch or job processes for assigned products.
• Identify and report recurring issues or emerging trends.
• Support release deployments by validating post-release functionality.
• Coordinate with engineering teams on defect fixes and hotfixes.

Stakeholder Communication

• Serve as the primary point of contact for business users reporting issues.
• Provide clear, timely updates on issue status and resolution timelines.
• Partner with Product Managers, Business Analysts, and Product Delivery Managers to communicate systemic issues affecting delivery.
• Support user acceptance testing (UAT) and validate reported defects.

Documentation & Knowledge Management

• Maintain and update knowledge base articles, runbooks, and FAQs.
• Document root cause analyses for recurring or high-impact issues.
• Ensure support processes and procedures are current and accessible.
• Track and report support metrics, including ticket volume, resolution time, and SLA compliance.
• Identify opportunities to reduce recurring incidents through process or product improvements.
• Partner with product teams to prioritize defect fixes based on business impact.

Other

• Perform other duties as assigned.

Qualifications

• Required:
• Bachelor’s degree in Business, Information Systems, Computer Science, or a related field, or equivalent experience.
• 2+ years of experience in product support, application support, technical support, or a related role.
• Strong troubleshooting and analytical skills.
• Experience with ticketing or support tools (e.g., Jira Service Management, ServiceNow, Zendesk, or similar).
• Basic SQL or data-querying skills to investigate issues.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Preferred:
• Experience supporting agile product teams.
• Familiarity with Jira, Confluence, or similar delivery tools.
• Basic understanding of APIs, databases, or system integrations.

Competencies (choose at least 4)

• Customer Service Orientation
• Attention to Detail
• Communication & Documentation
• Technical Aptitude
• Process Improvement
• Data Analysis
• Knowledge Management

Success Metrics

• Ticket resolution time and SLA compliance
• Customer and business user satisfaction
• Reduction in recurring incidents
• Knowledge base completeness and accuracy

Working Conditions & Physical Requirements

The work environment characteristics described here is representative of those of a standard office setting. The noise level in the work environment is usually moderate.

While performing the duties of this job, the employee must be able to remain in a stationary position over 50% of the work day; move about inside the office to access files or office equipment; use hands to finger, handle, or feel objects, tools, or controls to operate a computer and other office productivity machines; reach with hands and arms; must communicate and converse with co-workers; and detect/discern information accurately. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee must occasionally lift and/or move up to 10 pounds.

Employee Statement of Understanding

I have read and understand the job description for my position. I am able to perform all the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with customers and fellow employees.

Employee Name

Signature

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Attachments (1)

Product_Support_Analyst_Job_Description.docx