Senior Technical Support Analyst
TypeFull-time job
LocationPhilippines
Posted10 hours ago
Work Setup: Remote - Philippines
Contract:Full time
Equipment: Company provided
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
Relevant technical certifications, a plus
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
HMO on day 1
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?
If you are interested, you can access your instant interview here:
Disclaimer:
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.
#Supportninjajobs
Originally posted on Himalayas
Contract:Full time
Equipment: Company provided
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
Relevant technical certifications, a plus
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
HMO on day 1
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?
If you are interested, you can access your instant interview here:
Disclaimer:
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.
#Supportninjajobs
Originally posted on Himalayas
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