SaaS Application Support Analyst II

Duck Creek Technologies LLC.; Hinoba-an; Hybrid; PHP 600,000 - 720,000; Full time

Job summary

Duck Creek Technologies in the Philippines seeks an Application Support Analyst II to provide first-line technical support for Duck Creek applications, own tickets end-to-end, and troubleshoot incidents. You will collaborate with product, infrastructure, and development teams to identify recurring issues, document resolutions, and help improve system performance.

Flexible-first employer offering in-person collaboration while allowing remote work as needed, with opportunities to grow in a dynamic

Qualifications

• Bachelor’s degree required in IT/CS or related field.
• 2–5 years of experience in application support, IT operations, or similar role.
• Preferred: experience with Duck Creek or enterprise software.

Responsibilities

• Maintain active ticket ownership and ensure timely closure.
• Provide first-line technical support for Duck Creek applications.
• Investigate issues, identify root causes, and implement resolutions.
• Document incidents, steps, and resolutions in knowledge bases.
• Escalate complex issues to specialized teams when needed.
• Collaborate with development and infrastructure to implement new features.
• Maintain professional communication and incident logs.

Skills

Ticket ownership

Technical support

Communication

Root cause analysis

Adaptability

Cloud environments

Education

Bachelor's degree in IT / CS

Tools

SQL Server

Azure

IIS

SSO / SAML

REST API

PowerShell

XML / XSLT

.NET

HTML / JavaScript

Job description

Duck Creek Technologies in the Philippines seeks an Application Support Analyst II to provide first-line technical support for Duck Creek applications, own tickets end-to-end, and troubleshoot incidents. You will collaborate with product, infrastructure, and development teams to identify recurring issues, document resolutions, and help improve system performance.

Flexible-first employer offering in-person collaboration while allowing remote work as needed, with opportunities to grow in a dynamic