{"id":2378848,"url":"https://alion.io/job/pmconsulting-technical-support-analyst-ii","title":"Technical Support Analyst II","company":{"id":4421389,"name":"PM Consulting","domain":"pmconsulting.ph","url":"https://alion.io/company/pmconsulting-2","size_band":"1001-5000","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasay, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":25000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":549},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"MS SQL","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-12T18:59:17Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-15T00:22:05Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role Overview\n\n 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.\nThe 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.\nNote: This role focuses on application support and is not related to infrastructure, networking, or cybersecurity functions.\n\n Key Responsibilities\nMonitor, manage, and resolve support tickets in accordance with defined service level agreements (SLAs) and established procedures.\nInvestigate and troubleshoot technical issues impacting software applications, databases, and end-user workflows.\nIdentify recurring issues or trends and address them according to escalation or resolution procedures.\nDiagnose software defects and escalate confirmed issues to the appropriate development leadership.\nCommunicate directly with customers to understand and resolve technical concerns efficiently.\nProvide accurate and timely updates to clients throughout the issue resolution process.\nConduct follow-ups to confirm successful resolution of reported problems.\nSupport implementation and rollout of new applications or system updates.\nDevelop and maintain procedural documentation and knowledge base materials.\nManage multiple support cases simultaneously while maintaining service quality.\nCollaborate with cross-functional teams to address technical issues across different business areas.\nEscalate critical or high-priority concerns following defined processes.\nContribute to continuous improvement of support workflows, ticket handling practices, and operational procedures.\nMentor and provide guidance to junior technical support team members.\nQualifications and Experience\nMinimum of 3 years’ experience providing technical support for software applications, preferably within software-as-a-service (SaaS) environments.\nRequired experience with Transact-SQL (T-SQL).\nStrong knowledge of relational database concepts and data structures.\nExperience using customer support or ticketing platforms (e.g., Zendesk) is an advantage.\nBackground in software support, customer service, or a related technical support function.\nAbility to investigate root causes of issues through collaboration with customers and internal teams.\nStrong analytical thinking, attention to detail, and problem-solving capabilities.\nProactive mindset with a willingness to explore and learn unfamiliar technical scenarios.\nExcellent interpersonal and customer service skills.\nStrong written and verbal communication abilities.","description_format":"text","description_chars":2914,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T18:59:17Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely 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