Senior Technical Support Analyst

SupportNinja

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

Posted 10/10/2026full-timeRemote • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in advanced troubleshooting and root-cause analysis for complex technical issues while mentoring junior support staff. Proficient in technical documentation and ticketing systems, with strong communication skills to effectively collaborate across departments.

Highest-signal resume keywords

Advanced TroubleshootingRoot-Cause AnalysisTechnical DocumentationMentoring Junior StaffTicketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSystems SupportAnalytical SkillsTroubleshooting MethodologiesTechnical Guidance

Soft Skills

Strong Communication SkillsEmpathetic AttitudeCollaboration

Tools & Technologies

Ticketing SystemsRemote Support ToolsTechnical Documentation Platforms

Industry Keywords

Support Case MetricsPerformance TargetsKPISystemsApplicationsInfrastructure

About the role

Key responsibilities & impact

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 through training and learning initiatives
Collaborate with other departments as needed
Maintain a positive, empathetic, and professional attitude toward customers and colleagues
Perform other duties as assigned

Requirements

What you’ll need

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

Benefits

Comp & perks

Competitive compensation
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
Company-provided equipment