JOB DETAILS

Sr. Technical Support Analyst (SaaS)

CompanyNinja Partners LLC
LocationPhilippines
Work ModeRemote
PostedJuly 21, 2026
About The Company
Scaling up businesses is our expertise, allowing for companies to reach a greater impact on the market. We assist you in the great expansion of your visibility and reach, leading to an enlargement of your success by cleverly gaining you more clients. We currently have offices in Koh Phangan (Thailand) and Florianópolis (Brazil) giving the advantage of covering all time zones across the globe. Our services include: Cold Email Marketing - We verify a database of prospects, set up a cold email marketing campaign, and win leads for your business. LinkedIn Marketing - We build a database of potential customers, reach out to them via LinkedIn and evaluate interested leads. Account-Based Marketing - We create a list of highly targeted accounts and communicate through available channels. Content Creation - To build more trust and stay in the head of prospects we create educational and promotional content to post on Social Media, Blogs or Newsletters. Social Media Management - We manage your content and distribute it to social media platforms. We analyse the performance of the content and help establish a feedback loop between content creators and sales agents to better the ROI of your social media campaigns. Customer Support - We qualify and nurture leads to hand over to your sales agents and manage incoming support tickets of existing customers. Paid Advertising - We create, analyse and optimise your paid advertising campaigns on Google & Facebook. We boost your sales with highly qualified inbound leads. Sales Agents - Let us manage your entire sales process and build a team of sales agents that are always ready to sell your products and services. Staff Training - We train your staff to adapt to new standards in marketing, sales and support.
About the Role

Work Setup: Remote

Start Date: ASAP

Schedule: 9PM-6AM or  7AM-4PM Manila; M-F fixed RD

The Sr. Technical Support Analyst is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

What does a day in the life of a Sr. Technical Support Analyst look like?

  • 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. (IoT Hardware means “Internet of Things” describes physical objects with sensors, processing ability, software, and other technologies that connect and exchange data with other devices and systems over the Internet or other communications networks)
  • 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
  • *IoT Hardware – troubleshooting devices for routing, bridges, sensors, etc. for system activation, security, action specifications, communication, and detection of support-specific goals and actions.
  • *Support Process: Investigate Issues, Determine/Record root causes, Determine Solutions and Application of Hardware Repair.

What are the required qualifications for a Sr. Technical Support Analyst ?

  • 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

Ninja Perks and Benefits

*Full time employees

  • 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. Discover a better way to grow at SupportNinja Are you ready?

If you are interested, you can access your instant interview here: 


#Supportninjajobs

Key Skills
IoT Hardware TroubleshootingSaaS SupportCloud DatabasesCRM SalesforceTechnical TroubleshootingCustomer ServiceConnectivity SupportRoot Cause AnalysisHardware RepairTechnical TrainingVerbal CommunicationWritten Communication
Categories
Customer Service & SupportTechnologySoftwareEngineering
Benefits
Competitive CompensationGovernment-mandated BenefitsRetirement Savings Program With Company MatchingLife InsuranceHMO On Day 1Paid Time OffBirthday LeaveBonus And Incentive PlansSkills TrainingPersonal And Professional DevelopmentEmployee Referral ProgramFree Lunch
Job Information
📋Core Responsibilities
Provide advanced technical support for SaaS and IoT hardware, focusing on troubleshooting, root cause analysis, and hardware repair. The role involves guiding end-users on platform capabilities and collaborating cross-functionally to resolve complex issues.
📋Job Type
full time salary
📊Experience Level
2-5
💼Company Size
17
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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