Technical Support Analyst

SuperStaff

Technical Support Analyst guiding CRM users through technical challenges and resolving complex issues. Collaborating with engineering, product, and customer success teams for backend system support.

Posted 6/10/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-Level💰 ₱60,000 - ₱64,500 per monthWebsite

Tech Stack

Tools & technologies

AirflowCloudERPGoGoogle Cloud Platform

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

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 all in

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportapplication supportissue investigationdata integritybackend systemscloud systemsprocess improvementdocumentation

Soft Skills

customer advocacyproblem-solvingcommunicationcollaborationanalytical thinking