Application Support Engineer

KMC Solutions; Makati; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions in Makati, Philippines, seeks an experienced Application Support Engineer to troubleshoot, isolate, and resolve complex issues within SOCi’s platform. You will work closely with Product and Engineering to drive long-term solutions and scalable improvements.

Responsibilities include serving as the primary escalation contact, mentoring junior staff, and delivering high-quality customer support. Strong communication and problem-solving skills are essential, with a track record in SaaS

Qualifications

• Bachelor’s degree or equivalent work experience in IT, CS, Business or related field.
• 3–5+ years of experience in product/support, SaaS, or tech company.
• Strong troubleshooting ability to diagnose and resolve complex issues.
• Excellent communication and interpersonal skills to convey technical information.
• Proven track record of delivering high-quality customer support and client satisfaction.

Responsibilities

• Provide advanced product support to clients, troubleshooting and resolving complex issues.
• Serve as primary escalation contact, ensuring timely resolution.
• Collaborate with product management and engineering to diagnose issues and drive improvements.
• Develop and maintain knowledge of SOCi’s products and features.
• Create detailed documentation of cases and resolutions for knowledge sharing.
• Lead client training sessions and workshops on best practices.
• Mentor junior support specialists and promote continuous learning.
• Monitor support metrics to identify trends and areas for improvement.
• Contribute to client success initiatives to drive engagement and retention.

Skills

Excellent communication

Problem-solving

Team collaboration

Education

Bachelor’s degree in IT/CS/Business

Tools

Ticketing systems

CRM tools

Job description

Make your next big career move by applying as KMC Solutions' next APPLICATION SUPPORT ENGINEER!

The Application Support Engineer is a highly skilled, senior-level technical expert within the Customer Success team at SOCi. This role is responsible for isolating, troubleshooting, and resolving complex and escalated customer issues - ranging from intricate product bugs to multi-system integration failures - while acting as a critical liaison between customer-facing teams and Engineering. Operating in a fast-paced environment, the Senior Product Support Engineer dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long-term solutions, and implement scalable solutions. This role works cross-functionally with Product and Engineering teams to influence improvements in both the product and internal processes, while proactively identifying patterns that reduce future escalations.

Additionally, the Senior Product Support Engineer supports the broader Support team by sharing knowledge, providing mentoring and guidance, and raising the overall bar for technical excellence. Exceptional problem solving skills, strong communication, and the ability to manage high-pressure customer interactions with professionalism are essential to success in this role.

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a APPLICATION SUPPORT ENGINEER include:

• Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.
• Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.
• Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.
• Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.
• Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.
• Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.
• Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.
• Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.
• Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention

To apply, you must be an expert on the following requirements:

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.
• 3-5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.
• Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.
• Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
• Proven track record of delivering high-quality customer support and achieving client satisfaction.
• Experience with support ticketing systems and customer relationship management (CRM) tools.
• Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.
• Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.