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Open nowFirst seen 2 days ago

Technical Support Analyst II

PM Consulting1,469 open roles

Where
Pasay City, Metro Manila, Philippines, Remote
Work mode
Remote
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Your applicationOpen nowTechnical Support Analyst IIPM Consulting · Pasay City, Metro Manila, Philippines, Remote

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PM Consulting's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. PM Consulting postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 2 days ago

PM Consulting median: 1 days open

The posting

Role Overview

A growing technology organization is seeking a Technical Support Analyst II to provide advanced technical assistance for enterprise software applications and user workflows. This senior-level support role focuses on diagnosing and resolving complex application and database-related issues while delivering timely and effective customer support.

The role involves direct client communication, technical investigation, documentation development, and collaboration with internal teams to resolve product-related concerns. The position also provides guidance and mentorship to junior technical support staff.

Note: This role focuses on application support and is not related to infrastructure, networking, or cybersecurity functions.

Key Responsibilities

  • Monitor, manage, and resolve support tickets in accordance with defined service level agreements (SLAs) and established procedures.
  • Investigate and troubleshoot technical issues impacting software applications, databases, and end-user workflows.
  • Identify recurring issues or trends and address them according to escalation or resolution procedures.
  • Diagnose software defects and escalate confirmed issues to the appropriate development leadership.
  • Communicate directly with customers to understand and resolve technical concerns efficiently.
  • Provide accurate and timely updates to clients throughout the issue resolution process.
  • Conduct follow-ups to confirm successful resolution of reported problems.
  • Support implementation and rollout of new applications or system updates.
  • Develop and maintain procedural documentation and knowledge base materials.
  • Manage multiple support cases simultaneously while maintaining service quality.
  • Collaborate with cross-functional teams to address technical issues across different business areas.
  • Escalate critical or high-priority concerns following defined processes.
  • Contribute to continuous improvement of support workflows, ticket handling practices, and operational procedures.
  • Mentor and provide guidance to junior technical support team members.

Qualifications and Experience

  • Minimum of 3 years’ experience providing technical support for software applications, preferably within software-as-a-service (SaaS) environments.
  • Required experience with Transact-SQL (T-SQL).
  • Strong knowledge of relational database concepts and data structures.
  • Experience using customer support or ticketing platforms (e.g., Zendesk) is an advantage.
  • Background in software support, customer service, or a related technical support function.
  • Ability to investigate root causes of issues through collaboration with customers and internal teams.
  • Strong analytical thinking, attention to detail, and problem-solving capabilities.
  • Proactive mindset with a willingness to explore and learn unfamiliar technical scenarios.
  • Excellent interpersonal and customer service skills.
  • Strong written and verbal communication abilities.
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