Application Support Engineer

Enshored Inc. (External); Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Enshored is seeking a technically versatile support professional to manage enterprise customer tickets, coordinate with engineers, and contribute to the product roadmap. You will leverage SQL, Azure Data Factory, and cloud tooling to resolve issues and document solutions for customers.

The role emphasizes strong communication, hands-on problem solving, and continuous improvement in a dynamic, startup-like environment in Metro Manila.

Qualifications

• Bachelor’s degree or higher
• Minimum 2 years of relevant experience in a tech/support role
• Experience with software integrations and Azure Data Factory preferred
• Strong communication and customer-facing skills
• Hands-on with issue resolution and data-driven troubleshooting
• Familiarity with cloud environments and enterprise IT
• Knowledge of Microsoft tools and collaboration platforms

Responsibilities

• Review and triage support tickets; prep for engineers
• Resolve tickets directly when no code changes are needed
• Create and improve customer-facing documentation and guides
• Be the product expert; answer questions from customers and colleagues
• Provide feedback to product team to influence roadmap
• Use data to improve testing and product quality
• Coordinate deployments and release shipping for customers
• Identify process improvements for better supportability

Skills

SQL scripts

Azure Data Factory

Software integrations

Customer support

Communication

Analytical thinking

Education

Bachelor’s/College degree

2+ years experience

Tools

Azure

Microsoft Teams

Office 365

Slack

Job description

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don’t always know the answer, but we don’t give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It’s a commitment. We’re committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don’t want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

DUTIES AND RESPONSIBILITIES

• Review support tickets (including reviewing logs) and prepare them for software engineers to fix when needed..
• Resolve tickets directly when no code changes are required
• Triage tickets based on various internal and external priorities
• Contribute towards the creation of support documentation, including user guides, videos, and other self-help resources for customers
• Be an expert user of the product, able to answer all questions from customers and colleagues
• Provide customer feedback to the product team and contribute towards shaping the product roadmap
• Use bug report data to help the company continuously improve testing and product quality
• Help to ensure support is the go‑to team for anything product-related
• Provide customer feedback to the product team and contribute towards shaping the product roadmap
• Continuously review our processes to identify opportunities for improvement including feeding product supportability improvements back into the product and engineering teams
• Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

Key Skills:

• Knowledge of SQL - able to write and run scripts
• A technological generalist - able to turn your hand to just about anything
• Experience working with software integrations - ideally using Azure Data Factory. Knowledge of this cloud provider is a plus; any cloud provider is necessary.
• Experience supporting customers in an enterprise environment, building long‑term relationships with key contacts
• Keen to be hands‑on and actively involved in issue resolution
• Passionate about technology and delighting customers
• Excellent communication skills, both with customers and internal technical teams
• Comfortable with challenging and raising issues at any level
• An analytical and methodical approach to solving problems
• Very inquisitive and a natural problem solver

EDUCATION AND/OR EXPERIENCE

• Bachelor’s/College degree
• With at least 2 years of experience

Additional qualifications (an advantage but not required)

• Experience working with or an understanding of one or more of these is an advantage - Vue, Json, .net
• Knowledge in Microsoft including Teams, Office etc and Slack for communication.
• An Azure certification
• Experience in a startup (or similar) environment where you’ve developed and implemented new processes from scratch
• An understanding of how large professional services firms operate - global enterprise customers
• Knowledge in Microsoft including Teams, Office etc and Slack for communication.

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.