2nd Level Support

MicroSourcing; Manila; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing in Ortigas, Pasig invites an Application Support Analyst to join a night-shift team with training onsite for 1-3 months, then work-from-home with onsite reporting as needed.

You'll analyze user issues, monitor logs, reproduce and escalate software faults, and support internal teams using SQL/NoSQL databases and C# debugging. The role offers healthcare, bonuses, and a collaborative, globally connected environment.

Qualifications

• Previous experience in a software support or application support role.
• Strong understanding of software applications and troubleshooting methodologies.
• Experience reproducing, analyzing, and investigating software faults.
• Excellent communication, with attention to detail and documentation.

Responsibilities

• Analyze recurring user issues, document findings, and prepare incidents for escalation.
• Monitor application logs, identify errors, resolve issues where possible, escalate complex cases.
• Provide second-level technical support to internal colleagues and assist the 1st Level Support team.
• Investigate SQL and NoSQL database issues and analyze application behavior to identify root causes.
• Utilize C# code to troubleshoot and reproduce issues while supporting stability and performance.

Skills

Software support experience

Troubleshooting methodologies

Issue reproduction & analysis

Strong communication

Tools

SQL databases

NoSQL databases

C#

CRM systems

Ticket management systems

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: 2nd Level Support

Location: Ortigas, Pasig

Work setup : WFH but will require onsite reporting during the training period for the first 1-3 months

Work schedule: Nightshift but dayshift during training

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement through structured onboarding, online software training, and collaboration with an international support team.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an Application Support Analyst, you will:

• Analyze recurring user issues, document findings, and prepare incidents for escalation when necessary.
• Monitor application job logs, identify errors, resolve issues where possible, and escalated complex cases to the appropriate teams.
• Provide second-level technical support to internal colleagues and assist the 1st Level Support team with complex software-related issues.
• Investigate SQL and NoSQL database issues and analyze application behavior to identify the root cause of technical problems.
• Utilize C# code to troubleshoot, reproduce, and narrow down application issues while supporting ongoing software stability and performance.

What You Need

Non-negotiables

• Previous experience in a software support or application support role.
• Strong understanding of software applications and troubleshooting methodologies.
• Experience reproducing, analyzing, and investigating software faults.
• Strong communication skills with excellent attention to detail and the ability to document customer issues accurately.

Preferred Skills/expertise

• Working knowledge of SQL databases, NoSQL databases, and C#.
• Software testing experience
• Experience using CRM or ticket management systems.
• Experience supporting enterprise or business-critical software solutions.
• Knowledge of job scheduling processes and application log analysis.
• Strong analytical and problem-solving skills with a customer-focused mindset.
• Reliable, organized, and capable of managing multiple support requests in a fast-paced environment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self – we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.