Product Support Analyst I: Frontline Incident & Triage

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

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.