GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.
Product Support Analyst
Kickstart Your Global Career – We’re Hiring! We are seeking a detail-oriented, technically capable Product Support Analyst to join our growing team.
This position plays a critical role in managing the initial triage of product-related tickets escalated from our frontline helpdesk. You will serve as the first line of technical escalation, ensuring that each issue is accurately assessed, prioritized, and routed to the appropriate teams for resolution.
Be part of an exciting international project and take your career to the next level!
🌍 Project: Offshore UK / Poland
📍 Location: Onsite – Iloilo City
Key Responsibilities:
- Review and triage incoming tickets from the refer queue, ensuring proper categorization and prioritization.
- Conduct initial investigations using internal tools, system logs, and documentation to determine appropriate next steps.
- Provide preliminary technical analysis and clarification to minimize unnecessary escalations.
- Collaborate closely with product teams, QA, and developers to facilitate timely and accurate issue resolution.
- Maintain clear, detailed ticket notes to support downstream teams and ensure full traceability.
- Identify recurring issues and contribute to root cause analysis and process improvement initiatives.
- Support internal documentation efforts by contributing to knowledge bases and triage guides.
Requirements:
General:
- Strong analytical and problem-solving skills with keen attention to detail.
- Ability to interpret logs, error messages, and system behaviors to inform triage decisions in XML, JSON, VBScript.
- Experience using ticketing systems such as Jira or ServiceNow, and familiarity with escalation workflows.
- Proficient in both written and spoken English (minimum B2 level).
- Excellent communication skills and ability to collaborate effectively with remote teams.
- Self-motivated and capable of managing a high-volume ticket queue independently.
- Willingness to work shift hours to ensure overlap with UK business operations.
For Junior-level Candidates:
- Minimum of 2 years’ experience in QA, software testing, or a similar role, ideally within the insurance or financial services sectors.
For Graduate/Entry-Level Candidates:
- Must hold a Computer Science / IT or any equivalent qualification.
Why Join Us?
✨ Work alongside a diverse, global team
✨ Get hands-on experience on international projects
✨ Learn directly from industry experts in the UK, Poland, and Singapore
✨ Build valuable skills and grow your career faster
If you’re looking for a role that offers global exposure and real career growth, this is your chance!
How to Apply:
You may click "Apply for this job" button or you may send your updated resume to marvin.victoria@geco.asia
