Customer Support & Success Software Support Engineer | MS SQL | Night Shift Cebu, Philippines

AMCS Group; Hinoba-an; Hybrid; PHP 350,000 - 650,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage

25 annual leave days

Shuttle service

Free onsite meals and coffee

Employee benefits for wellbeing

Continuous learning and development

Global collaboration

Job summary

AMCS is seeking a Software Support Engineer in a hybrid setting, based in Cebu City. You will be the first point of contact for customers, resolving incidents, answering questions, and maximizing value from our cloud-based SaaS solutions.

Strong problem-solving, communication, and SQL/query skills are essential to diagnose issues and deliver a top-notch customer experience. The role requires collaboration with cross-functional teams, the ability to manage multiple workstreams, and comfort

Qualifications

• Experience in a customer facing role.
• Strong communication skills (written and spoken).
• Ability to perform root-cause analysis on recurring issues.
• Proficient in SQL to analyze data for issue triage and resolution.
• Ability to manage multiple workstreams in a fast-paced environment.
• Experience with cloud SaaS support.

Responsibilities

• Provide first line support to customers for incidents/requests and meet AMCS Quality standards.
• Document all pertinent user information and case details in the CRM.
• Perform root-cause analysis on recurring system issues.
• Test fixes and follow up to ensure resolution of issues.
• Coordinate with clients and internal teams to manage status updates.

Skills

Customer-facing

Communication

Analytical thinking

SQL querying

Multi-tasking

Independent worker

Questioning to diagnose issues

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Microsoft Office Suite

Microsoft Azure Portal

Grafana

Job description

Who We 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.

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 our Global Customer Support Team and help customers succeed with the software that powers their operations. As a Software Support Engineer, you will be the first point of contact for customers, helping them resolve issues, answer questions, and get the most value from our solutions. You will combine technical troubleshooting, analytical thinking, and strong communication skills to deliver an exceptional customer experience. This role is ideal for someone who enjoys solving problems, investigating technical issues, and working directly with customers in a fast‑paced SaaS environment. You’re naturally curious, ask thoughtful questions, and stay focused under pressure. Most importantly, you take pride in helping customers succeed.

What You’ll Do

• Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI’s.
• Address and resolve incoming application questions and incidents from end users.
• Document all pertinent end user identification information and relevant support case information in our CRM database.
• Ability to perform root‑cause analysis on recurring system issues.
• Record, track, and document the problem‑solving process.
• Test fixes and perform post‑resolution follow‑ups to ensure adequate resolution of issues.Manage client issue calls, providing status across a portfolio of issues.

What You Bring

• Experience in a customer facing role is essential.
• You can operate independently as well as in a team.
• You have excellent communication skills (written as well as spoke).
• You are not shy to keep asking questions to our customers to get to the bottom an issue.
• Ability to vary communication based on the target audience (ex: SuperUser, IT, C-Level).
• Strong understanding of the Microsoft Office Suite.
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• You must have the ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled.
• Ability to manage competing priorities working in a fast‑paced environment.
• You have excellent analytical skills.
• Ability to query SQL databases to analyze underlying data in support of issue triage and resolution.
• You are customer focused.

Nice to Have

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience.
• Experience in the Microsoft Azure portal, including Application Insights.
• Exposure to Grafana.
• Generic knowledge or experience about/with ERP software.
• Experience with Waste & Recycling processes or industry.
• Azure Fundamentals certification.
• ITIL v3 or v4 Foundations certification.
• Experience operating under an agile release delivery methodology.

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.