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Technical Support Analyst

3 weeks ago
Philippines
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Apache Airflow CRM Datadog ERP GCP GitHub Kibana
Apply Now
Philippine Outsourcing & BPO Call Center Services

Philippine Outsourcing & BPO Call Center Services

SuperStaff is a comprehensive outsourcing solutions provider offering call center services in the Philippines, US, and Colombia. With a focus on reducing costs and increasing productivity, SuperStaff provides multilingual call center support, customer ...

Professional Services
51-250
Founded 2009
View All Jobs 7

Description

  • Partner directly with customers to understand technical challenges and guide them through resolution paths within the app.
  • Investigate and resolve escalated cases involving app behavior, workflow errors, data integrity, and backend issues.
  • Use tools such as GCP, Datadog, Airflow, GitHub, and Kibana to trace, replicate, and resolve system behavior.
  • Collaborate cross-functionally with Engineering and Product to escalate bugs, file tickets, and write documentation.
  • Surface recurring trends, pain points, and usability issues to internal teams as the customer’s technical advocate.
  • Build internal playbooks and recommend process improvements to reduce ticket volume and improve first-response resolution.
  • Communicate complex technical concepts clearly to non-technical users in both written and verbal form.
  • Work closely with Customer Success and the Head of CX in supporting customer-facing technical issues.

Requirements

  • 2–4 years of experience in a technical support or application support role at a SaaS company.
  • Hands-on experience investigating issues across backend and cloud systems.
  • Demonstrated ability to translate complex technical issues into actionable next steps.
  • Familiarity with CRM, ERP, or other data-heavy software environments (preferred).
  • Comfort investigating logs, debugging distributed systems, and understanding job flows and file-based integrations.
  • Ability to explain technical concepts clearly to non-technical users.
  • Curiosity and a strong problem-solving mindset when working with unfamiliar tools and ambiguous issues.
  • Experience working with distributed tools such as Airflow, GCP, Kibana, Datadog, or GitHub (preferred).

Benefits

  • HMO coverage with 1 free dependent upon hire.
  • Life insurance.
  • 10% night differential.
  • 20 PTO credits annually.
  • VL and SL cash conversion.
  • Annual performance-based merit increases and employee recognition.
  • Career growth and learning opportunities.
  • Work from home on a night shift schedule.
  • Salary of 60,000 - 64,500.

Interested in this position?

Apply directly on the company website

Apply Now

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