Technical Support Analyst - REMOTE

Location: Metro Manila, Philippines | Remote (M-F)

Employment type: Full-time | Night Shift

About the role

This is a Tier 1 technical support role focused on investigating and resolving customer-reported data discrepancies. You will analyze reports, metrics, and source data to identify variances, provide technical support for reporting and data-related questions, and collaborate with Product, Engineering, and CSM teams to ensure accurate and consistent data delivery.

Key responsibilities

• Investigate and resolve customer-reported data discrepancies by analyzing reports, metrics, and source data
• Use Excel extensively (pivot tables, formulas, lookups, filters) to validate data and identify variances
• Respond to customer inquiries via ticketing systems, email, or calls with clear, timely, professional communication
• Provide Tier 1 technical support for reporting, integrations, and data-related questions
• Document findings, resolutions, and recurring issues to improve internal knowledge bases
• Escalate complex or unresolved issues to Tier 2/Engineering with clear reproduction steps and analysis
• Collaborate with Product, Engineering, and CSM teams to ensure accurate and consistent data delivery
• Help customers understand metrics, definitions, and reporting logic

Qualifications

• Degree in Data Analytics, Computer Science, or a similar related field
• Strong Excel skills, including pivot tables, VLOOKUP, basic formulas, and data filtering
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly
• Strong analytical and problem-solving abilities with high attention to detail
• Comfort working with large datasets and identifying inconsistencies
• Ability to manage multiple tasks effectively in a fast-paced environment
• Practical understanding of SQL or reporting tools
• Preferred: Exposure to ad tech concepts such as impressions, clicks, revenue, viewability, or attribution
• Preferred: Familiarity with digital advertising platforms (e.g., DSPs, SSPs, ad servers)
• Preferred: Experience working with support workflows or ticketing systems (e.g., Zendesk, Jira, Freshdesk)

Job Ref: RH-TT