Senior Technical Support Analyst

SupportNinja; Philippines; A distancia; PHP 446.000 - 625.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Government-mandated benefits

Retirement matching program

Life Insurance

Paid time off & birthdays

Bonuses & incentives

Skills training & development

Employee referral program

Descripción de la vacante

SupportNinja is seeking a Senior Technical Support Analyst to provide advanced technical support and in-depth troubleshooting across systems, applications, and infrastructure. You will mentor junior analysts and collaborate with engineering or product teams on escalations.

You will conduct root-cause analysis, contribute to knowledge base development, and monitor support metrics, aiming to improve response times and customer satisfaction while adhering to company policies.

Formación

• Minimum of two (2) years of experience in a technical support, systems support, or related IT role
• Demonstrated expertise in advanced troubleshooting across systems, applications, or infrastructure
• Strong analytical skills, with the ability to conduct root-cause analysis on complex technical issues
• Experience mentoring or providing technical guidance to junior support staff
• Proficiency with ticketing systems, remote support tools, and technical documentation platforms
• Strong written and verbal communication skills, with the ability to translate technical detail for varied audiences
• Working knowledge of relevant systems, networks, or applications supported by the role
• Ability to support escalations outside standard business hours, as needed

Responsabilidades

• Provide advanced technical support and troubleshooting for complex or escalated issues
• Conduct root-cause analysis on recurring or high-impact technical issues
• Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides
• Mentor and provide technical guidance to less experienced support analysts
• Partner with engineering or product teams on escalations requiring further investigation
• Identify trends in support cases and recommend process or product improvements
• Monitor and report on support case metrics, including resolution time and case volume
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of technical support analysis, tools, and troubleshooting methodologies and best practices through training and learning initiatives
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Conocimientos

Advanced troubleshooting

Root-cause analysis

Mentoring

Technical documentation

Ticketing systems

Remote support

Communication

Systems knowledge

Herramientas

Ticketing platforms

Documentation tools

Descripción del empleo

Schedule:

Must be flexible (esp. Night Shift)

Job Summary:

The Sr. Technical Support Analyst is responsible for providing advanced technical support and analysis for complex, escalated technical issues across systems, applications, or infrastructure. This role conducts in-depth troubleshooting and root-cause analysis, contributes to knowledge base development, and mentors less experienced analysts. The Sr. Technical Support Analyst serves as a key technical resource for high-impact or high-complexity support cases.

What does a day in the life as a Senior Technical Support Analyst look like?

• Provide advanced technical support and troubleshooting for complex or escalated issues


• Conduct root-cause analysis on recurring or high-impact technical issues


• Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides


• Mentor and provide technical guidance to less experienced support analysts


• Partner with engineering or product teams on escalations requiring further investigation


• Identify trends in support cases and recommend process or product improvements


• Monitor and report on support case metrics, including resolution time and case volume


• Adhere to company policies and procedures


• Meet or exceed performance targets for related KPIs


• Continuously improve knowledge of technical support analysis, tools, and troubleshooting methodologies and best practices through training and learning initiatives


• Collaborate with other departments as needed


• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times


• Perform other duties as assigned

What are the required qualifications for a Senior Technical Support Analyst?

• Minimum of two (2) years of experience in a technical support, systems support, or related IT role


• Demonstrated expertise in advanced troubleshooting across systems, applications, or infrastructure


• Strong analytical skills, with the ability to conduct root-cause analysis on complex technical issues


• Experience mentoring or providing technical guidance to junior support staff


• Proficiency with ticketing systems, remote support tools, and technical documentation platforms


• Strong written and verbal communication skills, with the ability to translate technical detail for varied audiences


• Working knowledge of relevant systems, networks, or applications supported by the role


• Ability to support escalations outside standard business hours, as needed

Ninja Perks and Benefits

• Competitive compensation


• Adherence to government-mandated benefits


• Retirement Savings Program with Company Matching


• Life Insurance


• Paid time off, birthday leave


• Bonus and incentive plans


• Opportunities for skills training and personal and professional development


• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.