Technical Support Analyst II

PM Consulting • SQL • 2 days ago

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Salary

≈ $11k – $25k per year (Estimated)

Location

In office (Pasay)

Seniority

Middle · 3+ years exp

Confirmed on the employer's own hiring board on Oct 14, 2026. First seen by Alion on Oct 12, 2026.

Overview

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PM Consulting

PM Consulting is a Philippine HR consulting and recruitment firm based in Makati, Metro Manila, offering executive search, professional and IT recruitment, recruitment process outsourcing and HR consulting. Active since 2006, it works with more than 100 local and global client companies across many industries, and most of its mandates sit in Metro Manila business districts such as Makati, Pasig, Taguig and Mandaluyong. Its client vacancies span audit and accounting managers, HR business partners, brand and merchandising managers, data and platform engineers, solution architects and B2B sales staff.

pmconsulting.ph • HQ: Makati, Philippines • Human Resources • Recruiting & Staffing • Executive Search • 1001-5000 employees • Est. 2006

Role Overview

A growing technology organization is seeking a Technical Support Analyst II to provide advanced technical assistance for enterprise software applications and user workflows. This senior-level support role focuses on diagnosing and resolving complex application and database-related issues while delivering timely and effective customer support.

The role involves direct client communication, technical investigation, documentation development, and collaboration with internal teams to resolve product-related concerns. The position also provides guidance and mentorship to junior technical support staff.

Note: This role focuses on application support and is not related to infrastructure, networking, or cybersecurity functions.

Key Responsibilities

Monitor, manage, and resolve support tickets in accordance with defined service level agreements (SLAs) and established procedures.
Investigate and troubleshoot technical issues impacting software applications, databases, and end-user workflows.
Identify recurring issues or trends and address them according to escalation or resolution procedures.
Diagnose software defects and escalate confirmed issues to the appropriate development leadership.
Communicate directly with customers to understand and resolve technical concerns efficiently.
Provide accurate and timely updates to clients throughout the issue resolution process.
Conduct follow-ups to confirm successful resolution of reported problems.
Support implementation and rollout of new applications or system updates.
Develop and maintain procedural documentation and knowledge base materials.
Manage multiple support cases simultaneously while maintaining service quality.
Collaborate with cross-functional teams to address technical issues across different business areas.
Escalate critical or high-priority concerns following defined processes.
Contribute to continuous improvement of support workflows, ticket handling practices, and operational procedures.
Mentor and provide guidance to junior technical support team members.

Qualifications and Experience

Minimum of 3 years’ experience providing technical support for software applications, preferably within software-as-a-service (SaaS) environments.
Required experience with Transact-SQL (T-SQL).
Strong knowledge of relational database concepts and data structures.
Experience using customer support or ticketing platforms (e.g., Zendesk) is an advantage.
Background in software support, customer service, or a related technical support function.
Ability to investigate root causes of issues through collaboration with customers and internal teams.
Strong analytical thinking, attention to detail, and problem-solving capabilities.
Proactive mindset with a willingness to explore and learn unfamiliar technical scenarios.
Excellent interpersonal and customer service skills.
Strong written and verbal communication abilities.