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