Customer Support & Success Software Support Engineer Cebu, Philippines

AMCS Group; Cebu City; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage

25 annual leave days

Shuttle transportation

Free onsite meals

Professional development opportunities

Global collaboration

Job summary

AMCS Group in Cebu City is seeking a Software Support Engineer to join the Global Customer Support Team, providing technical application support for our SaaS customers and helping to resolve software-related questions and incidents.

You will work with product, development and implementation teams, use SQL and AI tools to investigate issues, maintain case records, and explain findings clearly to customers and stakeholders.

Qualifications

• Must have strong analytical and communication skills.
• Experience querying relational databases with SQL.
• Ability to translate technical findings for non-technical stakeholders.
• Comfort working in a global, distributed team.

Responsibilities

• Manage assigned cases per service standards and targets.
• Engage with customers to understand questions and incidents.
• Analyze business processes to identify data issues and workflow problems.
• Use SQL and monitoring tools to investigate issues and perform root-cause analysis.
• Maintain accurate case records with investigation steps and outcomes.
• Explain conclusions clearly to customers and internal teams.
• Collaborate with Product/Development to capture requirements and improvements.

Skills

Analytical thinking

SQL

English proficiency

Data analysis

Communication

Excel

Teamwork

Problem solving

Education

Bachelor's degree in IT/CS

Tools

Salesforce

Azure

SQL Server

Application Insights

CRM platform

Job description

WhoWe Are

At AMCS, sustainability means business — and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.

What We Build

We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.

Why Join AMCS

Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what’s possible and work on technology that makes a measurable difference — for our customers, our communities and the planet

The Opportunity

Join us as a Software Support Engineer and be part of the Global Customer Support Team, providing technical application support for our customers and helping to resolve software-related questions and incidents.

This role requires a strong customer-service mindset and the ability to accurately assess, assign, and monitor support requests. We are looking for a conscientious and analytical professional who can work independently, communicate confidently with stakeholders, and use data and modern tools, including AI, to investigate issues and identify effective solutions.

This opportunity would suit a professional looking to develop their technical investigation, data analysis, and customer support skills within a global software environment.

What You’ll Do

• Manage assigned cases in line with established service standards, response targets, and case-handling procedures.
• Engage directly with customers to gather the information needed to understand application questions and incidents.
• Analyse relevant business processes to identify data issues, workflow problems, and differences between customer processes and expected software behaviour.
• Use SQL, application-monitoring tools, and approved AI tools to investigate issues and support root-cause analysis.
• Maintain clear and accurate case records covering the issue history, investigative steps, conclusions, and resolution.
• Explain business and technical conclusions clearly to customers and internal Product and Development teams.
• Collaborate with Product, Development, and Implementation teams to communicate customer requirements and recommend improvements.
• Validate resolved issues when necessary to confirm that the reported problem has been fully addressed.

What You Bring

• A degree in Business Information Systems, Computer Science, Business Analytics, Information Technology, or a related discipline, or equivalent relevant experience.
• Excellent written and spoken English, with the ability to communicate clearly and professionally with customers and business stakeholders and explain technical findings in an accessible, non-technical way.
• Strong analytical and critical-thinking skills, with the ability to break down complex problems and investigate them methodically.
• Confidence working with data to identify patterns, question anomalies, and draw informed conclusions.
• Practical experience using SQL to query and investigate data in relational databases
• Proficiency in Microsoft Office applications, particularly Word and Excel.
• Ability to manage and prioritise multiple cases and competing demands.
• Ability to work effectively both independently and as part of a globally distributed, cross-functional team.

• A solid understanding of how business processes operate within enterprise software environments.

Nice to Have

• Experience working in a customer support, technical support, or other customer-facing service environment.
• Exposure to ERP or SaaS products and an understanding of how business data flows through integrated systems.
• Experience using Salesforce or a similar CRM or case-management platform.
• Experience with Microsoft SQL Server or a similar relational database management system.
• Experience with process mapping, business workflow documentation, or requirements gathering.
• Familiarity with AI tools, such as Copilot or Claude, for analytical or investigative tasks.

• Basic knowledge of C# or another programming language for data analysis, together with a basic understanding of software development and delivery practices, such as Agile methodologies and sprint-based working.

• Familiarity with Microsoft Azure and Application Insights.
• Azure Fundamentals certification.
• ITIL v3 or v4 Foundations certification.

What We Offer

• Hybrid working model that supports flexibility and collaboration.
• Day 1 healthcare coverage for you and up to three dependents.
• 25 annual leave days.
• Transportation support through our shuttle service.
• Free onsite meals and coffee.
• Allowances and employee benefits designed to support your wellbeing.
• Continuous learning and professional development opportunities.
• Global collaboration and exposure across teams and regions.
• The opportunity to work on technology that helps create a more sustainable future.

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