Senior Technical Support Engineer - Night Shift Ready

SupportNinja; Philippines; Remote; PHP 446,000 - 625,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement matching program

Life Insurance

Paid time off & birthdays

Bonuses & incentives

Skills training & development

Employee referral program

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

Advanced troubleshooting

Root-cause analysis

Mentoring

Technical documentation

Ticketing systems

Remote support

Communication

Systems knowledge

Tools

Ticketing platforms

Documentation tools

Job description

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.