2nd Level Support

MicroSourcing; Manila; On-site; PHP 300,000 - 600,000; Full time

Benefits offered by this job

Healthcare coverage day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a 2nd Level Support professional to work onsite in Ortigas, Pasig, on a night shift. The role focuses on analyzing recurring user issues, documenting findings, and escalating incidents as needed to ensure software stability.

The candidate will provide second-level technical support to internal teams, investigate SQL/NoSQL database issues, and troubleshoot with C# to resolve complex software problems, while contributing to a collaborative global support team.

Qualifications

• Previous experience in a software support or application support role.

Responsibilities

• Analyze recurring user issues, document findings, and prepare incidents for escalation when necessary.
• Monitor application job logs, identify errors, resolve issues where possible, and escalate when needed.
• 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.

Job description

Discover your 100% YOU with MicroSourcing!

Position

2nd Level Support

Location

Ortigas, Pasig

Work setup & shift

Onsite | Night Shift

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 a 2nd Level Support, 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 escal…?
• 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.
• Working knowledge of SQL databases, NoSQL databases, and C#.
• Strong communication skills with excellent attention to detail and the ability to document customer issues accurately.

Preferred Skills/expertise

• 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.

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.