Product Solutions Analyst – B2C

hammerjack

Product Solutions Analyst providing tier 1 and tier 2 technical support for end-users. Collaborating with internal teams to ensure seamless UX for clients facing critical challenges.

Posted 5/13/2026full-timeMakati City • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, within pre-defined SLAs and handling times.
Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary.
Maintain clear documentation and communication with internal teams throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset.
Collaborate with the Solutions team to relay user feedback, identify recurring issues, run audits, and contribute to product improvements.
Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume.
Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution.

Requirements

What you’ll need

1-2 years in a Customer Support Analyst or Product Solutions role or equivalent role is a plus.
Bachelor's Degree in Information Technology, Computer Science, or related fields.
Experience with support software (e.g., Zendesk, Intercom, Linear).
Data analysis skills and software (e.g., SQL, Hex, Datadog, Tableau).
Demonstrated technical proficiency, such as a computer science or data science degree, bootcamp certificate, or previous work experience in a technical role.
Bias towards data-driven decision-making and analytical skills.
Strong written and verbal communication skills.
An interest in serving users going through life’s most critical moments.
Willingness to work during evening or weekend shifts.

Benefits

Comp & perks

Flexibility: Work hybrid with options across Makati and Pampanga, aligned to day shift roles with Australian clients.
Workspaces that Work: Modern offices designed for focus, collaboration, and real productivity.
Coffee and After-Hours Drinks: Barista coffee on demand and a café bar to unwind after work.
Meals Covered: Complimentary meals once a week on your onsite day.
Health Coverage from Day One: Includes dependent options, so you’re covered from the start.
Competitive Compensation: Transparent salary packages with direct client involvement.
Career Growth: Ongoing training and real opportunities to step into bigger roles.
Recognised Workplace: Part of a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.
Supportive Team Environment: Work with people who are easy to work with, reliable, and invested in doing good work.
Global Exposure: Work directly with international clients and be part of how teams scale globally.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportdata analysisSQLHexDatadogTableautroubleshootingQuality Assurancedocumentationcustomer service

Soft Skills

communicationcollaborationcustomer-obsessed mindsetanalytical skillsproblem-solvingattention to detailcoachingfeedback relayadaptabilitybias towards data-driven decision-making

Certifications

Bachelor's Degree in Information TechnologyBachelor's Degree in Computer Sciencebootcamp certificate