Technical Product Support Analyst (Iloilo City)

GECO Asia Pte. Ltd; Iloilo City; On-site; PHP 300,000 - 520,000; Full time

Benefits offered by this job

International exposure

Technical training

Career growth

Competitive compensation

Job summary

GECO Philippines is seeking a Product Support Analyst to join the Iloilo City team and support an international technology project. The role involves troubleshooting, analyzing technical issues, and coordinating with product, QA, and development teams to resolve concerns.

Fresh graduates and professionals with strong analytical skills and English communication are encouraged to apply. This is a full-time onsite position based in Iloilo City with exposure to global teams across the UK, Poland,

Qualifications

• Bachelor’s degree in IT, CS, math, science, engineering or related field.
• Fresh graduates are welcome to apply.
• Strong logical reasoning and analytical skills required.
• Ability to understand logs, error messages, and system behavior.

Responsibilities

• Assess incoming support tickets and determine priority, category and next steps.
• Investigate issues using logs, docs, and internal tools.
• Decide whether issues can be resolved at support level or require escalation.
• Provide findings to development, QA, or product teams.
• Keep ticket records accurate and up to date throughout the process.
• Document troubleshooting steps and recommendations for future reference.
• Monitor recurring issues and identify underlying causes.
• Contribute to knowledge bases and internal support guides.
• Coordinate with colleagues across teams and locations to ensure efficient handling.

Skills

Analytical skills

Problem solving

English communication

Fresh graduates accepted

Education

Bachelor's degree in Information Technology / Computer Science

Tools

XML

JSON

VBScript

Job description

GECO Philippines, part of the GECO Asia Group, is a specialist IT Consulting Services company headquartered in Singapore, with delivery centers in the Philippines.

We are looking for a Product Support Analyst to join our Iloilo team and support an international technology project. This role is suitable for fresh graduates and professionals who enjoy troubleshooting, analyzing technical issues, and working with different teams to resolve product-related concerns.

Project: UK / Poland
Work Arrangement: Full-time, Onsite
Location: Iloilo City

As part of the support function, you will assess technical tickets received from the frontline helpdesk, investigate the reported issue, and determine the appropriate action or escalation. You will work closely with product, QA, and development teams to help resolve issues efficiently.

Responsibilities

• Assess incoming support tickets and determine their priority, category, and appropriate next steps

• Investigate reported issues using system information, logs, documentation, and available internal tools

• Analyze technical details to determine whether an issue can be resolved at the support level or requires escalation

• Provide relevant findings and technical information to development, QA, or product teams

• Keep ticket records accurate and up to date throughout the investigation and resolution process

• Document troubleshooting steps, findings, and recommendations for future reference

• Monitor recurring issues and assist in identifying possible underlying causes

• Contribute to knowledge bases, troubleshooting documentation, and internal support guides

• Coordinate with colleagues across different teams and locations to ensure issues are handled efficiently

• Manage assigned support requests while maintaining accuracy and timely communication

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Mathematics, Science, Engineering, Business Analytics, or a related field

• Fresh graduates are welcome to apply

• Strong logical reasoning, analytical, and problem-solving skills

• Good attention to detail and ability to investigate technical concerns systematically

• Ability to understand logs, error messages, and system behavior

• Familiarity with technical formats or technologies such as XML, JSON, or VBScript is an advantage

• Exposure to ticketing or issue-tracking platforms such as Jira or ServiceNow is an advantage

• Good written and spoken English communication skills, with a minimum B2 level

• Comfortable working with international and remote teams

• Able to organize and manage multiple support requests

• Willing to work on a schedule that overlaps with UK business hours

What We Offer

• Exposure to an international technology environment

• Technical training and knowledge-sharing with teams in the UK, Poland, and Singapore

• Opportunities to develop your technical troubleshooting and product support skills

• Career growth opportunities within a growing IT organization

• Competitive compensation with regular salary reviews

• Experience working with global teams and technology projects

Build your technical career with GECO Philippines and gain valuable experience supporting an international technology project.