Product Support Specialist — Incident & UAT Expert

MedRisk; Mandaluyong; Presencial; PHP 360.000 - 600.000; Jornada completa

Descripción de la vacante

MedRisk in Manila seeks a Product Support Analyst to provide frontline production and application support for assigned products, triaging incidents, and coordinating with Product Managers, BAs, and engineering to drive timely resolution.

You will maintain support documentation, track recurring issues, and partner with product teams to prioritize fixes that improve stability and user experience.

Formación

• Bachelor’s degree or equivalent experience in a related field.
• 2+ years in product or application support or a similar role.
• Strong troubleshooting and analytical abilities.
• Experience with ticketing tools (Jira Service Management, ServiceNow, Zendesk).
• Basic SQL for issue investigation and data querying.
• Excellent written and verbal communication; able to manage multiple priorities.

Responsabilidades

• Triage, log, and prioritize incoming support tickets and incidents.
• Diagnose and troubleshoot application, data, and workflow issues.
• Escalate complex issues to appropriate teams and track to resolution.
• Monitor system health, alerts, and batch processes for products.
• Identify recurring issues and report trends to product teams.
• Support deployments by validating post-release functionality.
• Coordinate with engineering on defect fixes and hotfixes.
• Serve as primary contact for business users; provide timely status updates.
• Maintain knowledge base, runbooks, and FAQs.
• Capture root cause analyses and drive process improvements.

Conocimientos

Troubleshooting

Communication

Prioritization

Analytical skills

Educación

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

Herramientas

Jira Service Management

ServiceNow

Zendesk

Jira

Confluence

Descripción del empleo

MedRisk in Manila seeks a Product Support Analyst to provide frontline production and application support for assigned products, triaging incidents, and coordinating with Product Managers, BAs, and engineering to drive timely resolution.

You will maintain support documentation, track recurring issues, and partner with product teams to prioritize fixes that improve stability and user experience.