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SuperStaff

Technical Support Analyst

Valenzuela , Philippines
full-time Remote

AI overview

This role focuses on resolving complex technical issues for CRM users, collaborating with cross-functional teams and driving product enhancements.

We are hiring a Technical Support Analyst to join client's Customer Experience team. This person will be the frontline technical expert supporting client's CRM users.  We’re looking for someone who loves problem-solving, thrives in ambiguity, and is comfortable navigating backend systems and distributed tools (e.g. Airflow, GCP, Kibana). This role will report to the Head of CX and work closely with Engineering, Product, and Customer Success.

What you’ll do: 

  • Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity.
  • Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues.
  • Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior.
  • Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes.
  • Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally.
  • Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.

 You'll be a great fit for this role if: 

  • Customer Orientation: You understand that solving a customer’s issue means thinking beyond the ticket queue—it means driving product value and clarity.
  • Technical Problem Solving: Comfort investigating logs, debugging distributed systems, and understanding job flows and file-based integrations. 
  • Communication Skills: Ability to clearly explain complex technical concepts to non-technical users—both written and verbal. 
  • Curiosity: You ask why things work the way they do, dig deep into unfamiliar tools, and constantly look for better ways to solve problems.

Requirements

  • 2–4 years 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)

Benefits

  • HMO 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
  • Great Company Culture
  • Career Growth and Learnings
  • Night Shift
  • Work from Home
  • 60,000 - 64,500

Perks & Benefits Extracted with AI

  • Health Insurance: HMO with 1 free dependent upon hire
  • Other Benefit: Career Growth and Learnings
  • Paid Time Off: 20 PTO credits annually
  • Remote-Friendly: Work from Home
SuperStaff

SuperStaff is a comprehensive outsourcing solutions provider offering call center services offshore in the Philippines, nearshore in Colombia, and onshore in the United States. Initially a captive market for its mother company, servicing the health and biopharma sectors for decades, SuperStaff diversified internationally. Three years ago, we managed to grow in size and expand our service portfolio. As we gain competencies in multiple industry verticals, we extend our clout in servicing start-ups and Forbes-ranked enterprises with back-end support and transformative BPO solutions.

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Salary
₱60,000 – ₱64,500 per year
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