Senior Technical Support Analyst, SaaS

SupportNinja

Technical Support Analyst providing SaaS technical support to customers with IoT hardware issues. Collaborating closely with users to address and resolve technical inquiries and troubleshooting problems.

Posted 7/21/2026full-timeRemote • 🇵🇭 PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and technical support principles, with a strong focus on hardware issues, cloud databases, and SaaS solutions. Proficient in creating exceptional customer experiences through effective communication and problem-solving.

Highest-signal resume keywords

Customer Service PrinciplesTechnical Support ExperienceCloud Database KnowledgeCRM Software ProficiencyHardware Repair Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportHardware RepairCloud Database ManagementSaaS SolutionsCustomer Service Software

Soft Skills

Strong Communication SkillsProblem-SolvingCustomer Training

Tools & Technologies

SalesforceCRM Software

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

IoTConnectivityCall Center ExperienceClient Facing Experience

Tech Stack

Tools & technologies

CloudIoT

About the role

Key responsibilities & impact

Help customers understand the platform and the tools that can help them propel their business forward.
You will work directly with end users to address questions or technical issues.
Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support).
Work cross functionally to explain issues and escalate as needed.
Train customers on capabilities within the platform/product and best practices.
Create the best customer experience in the industry.

Requirements

What you’ll need

3 Years + for Sr. Tech and 2-3 years for L3 experience as Frontend Technical / Customer Service (Hardware (IoT) + Connectivity + SAAS Solution)
Knowledgeable and experience in working with databases on a cloud environment
Must have a high school diploma or equivalent
Must be 18 years of age or older
Preferably in a call center environment - 3 years+
Previous client facing experience preferred
Strong communication skills, both verbal and written - voice, email, and chat
Strong knowledge and understanding of customer service and technical support principles and practices - 3 years+
Proficiency in using customer service software and tools such as CRM - Salesforce and/or any - 3 years+
Proficient in using computers and various software applications

Benefits

Comp & perks

Competitive compensation
Adherence to government-mandated benefits
Retirement Savings Program with Company Matching
Life Insurance
HMO on day 1
Paid time off, birthday leave
Bonus and incentive plans
Opportunities for skills training and personal and professional development
Employee Referral Program
Beautiful office space
Free lunch provided daily
Experience infinite fun so you can have infinite growth.