Technical Support Analyst - Taguig - Sutherland

    Sutherland
    Sutherland Taguig

    3 oras ang nakalipas

    Teknolohiya / Internet
    Paglalarawan

    We are seeking a Technical Support Analyst to provide application support in a SaaS-based environment. This role will support customers by troubleshooting technical issues, collaborating cross-functionally, and ensuring timely resolution in accordance with established SLAs and processes.

    Key Responsibilities

    • Provide technical support for a SaaS platform, including investigation and resolution of customer issues.
    • Research, reproduce, diagnose, and troubleshoot issues involving data integrations and file-based transmissions.
    • Work with technologies including SQL, AS2, EDI, XML, and flat files
    • Log, track, and manage issues using Jira and Salesforce, ensuring accurate documentation and timely escalation
    • Escalate issues in accordance with Standard Operating Procedures and communicate status clearly to stakeholders
    • Collaborate with Engineering, Product, and Customer Success teams to drive issue resolution and process improvements

    Required Skills & Experience

    • Proven experience as a Technical Support Analyst or similar role in a SaaS environment
    • Strong technical troubleshooting skills with hands-on experience in SQL, AS2, EDI, XML, and flat files
    • Experience working with ticketing systems such as Jira and Salesforce
    • Excellent written and verbal communication skills

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