Technology Support Analyst AU Mortgage Hybrid

Schedule: Monday to Friday (7am to 4pm PHT)

Role Purpose

Reporting to the Technology Support Team Lead, the Technology Support Analyst serves as the strategic anchor between customer-facing teams and the Engineering department. Moving beyond basic troubleshooting, this role acts as a high-level technical investigator and liaison.

You are responsible for owning the escalation lifecycle, identifying systemic patterns, and ensuring that complex issues are translated into "developer-ready" documentation to drive rapid resolution and platform stability. You are a natural leader who remains "cool as a cucumber" during a crisis, bringing ease to those around you through coaching and technical expertise.

Core Responsibilities

• Advanced Technical Investigation & Triage
• End-to-End Ownership: Manage high-priority escalations with a "First Time Right" mindset, ensuring accountability from the initial report to a verified fix.
• Root Cause Analysis: Utilize logs, API testing, and observability tools to identify why a bug is occurring rather than just reporting symptoms.
• Multi-Channel Support: Investigate inbound tickets via outbound phone calls, remote sessions, and informative, genuine email communication.
• Developer Readiness: Author comprehensive investigation reports (including JSON payloads, screenshots, and replication steps) to minimize engineering follow-up.
• Incident Leadership & Proactive Monitoring
• Crisis Management: Never waste a crisis; maintain a calm demeanor and provide an escalation point for customers and internal stakeholders during high-pressure outages.
• Outage Detection: Actively monitor system health via Honeycomb and Slack to identify "noise" patterns before they escalate into full-scale outages.
• Trend Analysis: Conduct weekly reviews of ticket data to identify recurring "Product Gaps" and present findings to Product Managers to influence the development roadmap.
• Performance & Documentation
• Performance Tracking: In collaboration with the Team Leader, monitor metrics including Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Response Time.
• Documentation Architecture: Maintain the "Source of Truth" for technical workarounds, ensuring the knowledge base is logically structured for rapid searching.
• Quality Assurance & Optimization
• Smoke Testing: Perform "Real World" testing on bug fixes in production to ensure they meet the actual needs of the brokers and customers.
• Release Advocacy: Review bi-weekly release notes to anticipate how new features might impact support volume and prepare the team accordingly.
• Workflow Automation: Identify manual, repetitive tasks and implement automations using Zapier or ClickUp to streamline team workflows.

• Experience: Minimum 3 years of customer-facing experience in a Technology Support or Help Desk role, ideally supporting a SaaS platform.
• Level 1/2 Proficiency: Proven experience working in a multi-leveled support team that is geographically distributed.
• Communication: Excellent oral, written, and presentation skills; able to translate complex technical issues into clear, empathetic language for non-technical users.
• Technical Aptitude: A "technically minded" approach—the ability to jump into a new platform and understand it within a short period.
• Agility: Ability to operate and succeed in an agile, cross-functional environment. Desirable
• Industry Knowledge: Experience in a lending environment (home loans, asset finance, banking).
• Tooling: Experience with Freshdesk, Talkdesk, Postman, Salesforce/Hubspot, and ClickUp.
  
  

• Log Analysis & Observability: Ability to interpret JSON payloads, API response codes (e.g., 401 vs. 500 errors), and basic SQL queries.
• Monitoring Tools: Proficiency in setting up triggers or alerts in Pendo or Honeycomb.
• Security & Compliance: Deep understanding of PII (Personally Identifiable Information) handling and basic Okta/SSO workflows for access escalations.
• Technical Writing: Ability to write clean, scannable SOPs using Markdown.
  
  

• Hybrid Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA