Customer-Facing Software Support Engineer - Hybrid SaaS

AMCS Group; Cebu City; Hybrid; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Hybrid working model

Health coverage Day 1

25 days annual leave

Shuttle service

Free onsite meals and coffee

Wellbeing benefits

Learning & development

Global collaboration

Job summary

AMCS Group is seeking a Software Support Engineer to be the first line of contact for customers, resolving issues and maximizing value from our cloud-based SaaS solutions. The role combines technical troubleshooting, analytical thinking, and clear communication in a fast-paced environment.

You’ll investigate technical issues, document cases, and collaborate with customers across levels. A curious mindset and a passion for helping customers succeed are essential.

Qualifications

• Experience in a customer facing role is essential.
• You must be able to operate independently as well as in a team.
• Excellent communication skills (written and verbal); ability to ask clarifying questions.
• Ability to tailor communication based on audience (SuperUser, IT, C-Level).
• Strong understanding of Microsoft Office Suite.
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• Ability to manage multiple workstreams and competing priorities in a fast-paced environment.
• Excellent analytical skills; ability to query SQL databases to analyze data for triage and resolution.

Responsibilities

• Provide first line support to customers and ensure calls meet quality standards.
• Address and resolve incoming application questions and incidents from end users.
• Document end user information and support case details in CRM.
• Perform root-cause analysis on recurring system issues.
• Record, track, and document problem-solving steps.
• Test fixes and follow up to ensure adequate resolution.
• Manage client issue calls and communicate status across a portfolio.

Skills

Customer facing

Independent / team

Communication skills

Audience adaptation

Microsoft Office

Cloud computing (Azure)

SQL querying

Analytical skills

Customer focused

Multi-workstream management

Education

Bachelor’s degree in IT/CS/CE

Tools

Microsoft Azure portal

Application Insights

Grafana

ERP software knowledge

Job description

AMCS Group is seeking a Software Support Engineer to be the first line of contact for customers, resolving issues and maximizing value from our cloud-based SaaS solutions. The role combines technical troubleshooting, analytical thinking, and clear communication in a fast-paced environment.

You’ll investigate technical issues, document cases, and collaborate with customers across levels. A curious mindset and a passion for helping customers succeed are essential.