Technical Support Analyst (L1)

Supporting the Builders Behind Modern Software

Our client operates at the intersection of cloud computing and developer infrastructure, enabling users to build, deploy, and scale modern applications with speed and flexibility. Their platform supports technically driven communities that value performance, experimentation, and reliability. With a strong focus on empowering users and maintaining system resilience, the organization relies on responsive support teams to keep innovation moving forward without friction.

Job Description

As a Technical Support Analyst (L1), you will provide first-level technical and non-technical support to customers, manage incoming tickets, resolve issues efficiently, and escalate concerns when needed. You’ll combine clear communication, documentation, and technical analysis to deliver reliable support and maintain high customer satisfaction.

Job Overview

Employment type: Full-time
Shift: Night shift, Monday to Friday (7:30 PM – 4:30 AM Sri Lanka time)
Work setup: Onsite, Elegance Center, Colombo, Sri Lanka

Exciting Perks Await!

• Competitive package
• Medical life insurance
• Standard government and Emapta benefits
• Well-equipped, modern, and accessible offices
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Unlimited upskilling through Emapta Academy courses

The Qualifications We Seek

• At least 5 years of experience in a technical support role, with a minimum of three years in customer support
• Strong problem-solving skills with the ability to analyze and resolve customer issues
• At least 5 years of experience as a networking administrator or in software development
• Advanced knowledge of operating systems, including:
• Understanding SSH and the use of terminal commands
• Experience with Linux, specifically server versions
• Strong asset: understanding Docker and application deployment
• Plus: understanding of AI fine-tuning or AI inference
• Excellent verbal and written communication skills
• At least 5 years of experience with shell scripting and SQL

Your Daily Tasks
Customer Support and Problem Resolution

• Provide clear and timely communication to customers, keeping them informed of issue status and ensuring high customer satisfaction
• Deliver support through multiple channels, including email, phone, chat, and video calls such as Google Meet and Zoom
• Resolve basic technical or non-technical issues related to the software efficiently
• Manage all Level 1 tickets, providing detailed solutions or escalating to Level 2 analysts when necessary while maintaining ticket quality
• Educate customers on product features to support self-resolution when possible
• Maintain a CSAT score above 95%, with resolution SLAs of 24 hours for less complex issues and 72 hours for more complex cases

Documentation and Communication

• Develop and update thorough documentation when no existing knowledge base is available for new issues
• Simplify technical language to clearly explain solutions to non-technical users
• Demonstrate strong attention to detail and proactively address customer needs in all interactions

Collaboration and Escalation

• Escalate unresolved or complex issues to appropriate teams, including Level 2 or Level 3 support, support leads, documentation, development, or engineering teams
• Follow up on escalations to ensure timely and effective resolution

Technical Analysis and Solutions

• Use diagnostic tools and techniques to identify root causes of reported issues
• Conduct detailed analysis of system behavior, errors, and configurations to maintain system stability and reliability
• Utilize observability tools and CRM platforms as part of issue investigation and resolution

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta offers stability, competitive opportunities, and global exposure. Work with international clients across industries while being supported by a collaborative culture focused on innovation and inclusion. At Emapta, you grow personally and professionally while making a real impact—welcome to the #EmaptaEra.