Technical Support Analyst

Job Summary

As a Technical Support Analyst, you will diagnose & resolve technical issues, analyze system performance, and proactively implement preventive measure

Job Description

Company Overview:

Outsourced.ph is a leading ISO certified India & Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Job Summary:

As a Technical Support Analyst, you will be a crucial member of the Technical Support Team, responsible for ensuring the smooth operation of our Products and Solutions team. You will diagnose and resolve technical issues, analyze system performance, and proactively implement preventive measures to minimize downtime.

Key Responsibilities

• Production Support:
• Monitor and control assigned products, including KPI/SLA tracking, system performance analysis, and alert monitoring.
• Triage system issues, manage incidents and escalations, and update system documentation.
• Support UAT testing and troubleshoot customer-facing issues.
• Monitor the ticketing system and resolve technical issues escalated by internal and external customers.
• Documentation and Training:
• Contribute to the company's knowledge base and coordinate training on support-related tools and processes.
• Work with SMEs to improve technical documentation and provide training to end-users.
• Enhance internal processes for better issue visibility and alerting.
• On-Call Support:
• Provide on-call coverage and respond to after-hours emergencies.

Qualifications

• BA/BS in Computer Science, Engineering, Information Technology, or related field. Relevant experience may substitute degrees.
• Competencies:
• Deep curiosity for understanding technology and its underlying framework.
• Exceptional troubleshooting, analytical, and problem-solving skills.
• Attention to detail and ability to maintain data accuracy.
• Ability to work in a cross-functional distributed team environment.
• Prior Experience:
• 4+ years of relevant experience in Technical and/or Application Support with strong knowledge of API monitoring and troubleshooting.
• Mid-level to advanced experience with databases, SQL, APIs, Python, and PostgreSQL.
• Knowledge of networking architectures and protocols.
• Experience with AWS Services and test/validation.

Working Hours

• Hiring for multiple shifts that align with customer operating hours.
• Shifts and Workdays are as follows:
• GMT
• Mon to Thu
• Shift 1: 06:00 to 17:00
• Shift 2: 17:00 to 06:00
• Fri to Sun
• Shift 1: 05:00 to 17:00
• Shift 2: 17:00 to 05:00