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Technical Support Analyst Be the first line of defence for a New Zealand-based cybersecurity company — resolving real issues, owning tickets end-to-end, and building deep product knowledge in a team that moves fast and takes s Apply Now! We usually respond within three days About The Back Room We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it. About the Client Our client is a New Zealand-based cybersecurity and email security company building out their offshore support team in the Philippines. This role exists to ensure their customers get fast, accurate, and empathetic support — from first contact through to resolution. The Role The role supports businesses across New Zealand with email security and managed services. As a Support Analyst, you'll be the first point of contact for customer and internal queries — triaging, resolving, and escalating issues with ownership and care. In the first six months, success looks like confidently handling the ticket queue independently, knowing when to escalate and when to own it, and becoming a reliable presence on a small, high-accountability team. What You'll Do Monitor and respond to the FreshService ticket queue within defined SLAs across priority levels (P1–P5) Resolve tickets covered by SOPs and runbooks — including false positive/negative analysis and general product queries Escalate and actively track tickets that require input from engineering, platform, or other technical teams Support customers and internal stakeholders with clear, timely communication throughout their issues Contribute to reports, process improvements, and ongoing documentation Participate in daily check-ins and relevant incident reviews or retrospectives Monitor DPS reporting as part of regular support operations What We're Looking For Experience in a technical support, helpdesk, or service desk role (1–3 years) Comfort working with ticketing systems (FreshService or equivalent — Zendesk, Jira Service Desk, etc.) Strong written communication — you can explain technical issues clearly to non-technical users Able to follow and apply SOPs and runbooks independently Reliable and accountable — you track your own tickets and don't let things fall through Nice to Have Exposure to email security, cybersecurity, or SaaS products Familiarity with tools like Slack, PagerDuty, or similar Experience working with customers or teams in New Zealand or Australia ITIL foundation or equivalent service management knowledge Why This Role This is a role for someone who wants more than a ticket queue — you'll work directly alongside the client's technical and engineering teams, build genuine product knowledge, and be part of a team that treats support as a core business function, not a cost centre. This role is open to Philippine citizens currently based in the Philippines. Know someone great for this role? Refer them here and earn up to PHP 8,000 via GCash for every successful hire. Department Client-Based Role IT Support/Helpdesk Locations Clark Global City Remote status Fully Remote Clark Global City Workplace, Culture & Diversity At The Back Room, culture isn't an afterthought; it's how we operate. We're guided by a simple purpose: Nurture, Grow, Delight for our team just as much as for our clients. We've built an environment where people are trusted to do great work, supported to keep growing, and genuinely looked after along the way. That means real investment in training and development, leaders who show up for their teams, and a workplace where equal opportunity isn't just a policy; it's how decisions get made We're proud to be recognised as one of HR Asia's Best Companies to Work For, a reflection of the team we've built and the culture we protect.