ERP Support Engineer: Complex Issue Resolver

Satellite Office

Pasig

On-site

PHP 420,000 - 700,000

Full time

14 days+

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Job summary

Satellite Office in the Philippines seeks an experienced technical support specialist to own complex ERP-related cases, including payroll and workforce management modules. You will replicate issues, run existing scripts, and troubleshoot configurations with a defined set of modules.

Proactive phone outreach and clear written updates are essential as you work with the Australian L3 team and evolve with the product.

Qualifications

Experience in technical or application support for complex ERP, payroll, workforce management, or comparable enterprise platforms.
Structured troubleshooting capability to isolate root causes using logs and diagnostic data.
Comfortable identifying and executing existing SQL scripts for known issues.
Professional written English the majority of support is digital and your communication must be clear and accurate throughout the case lifecycle.

Responsibilities

Own complex technical support cases from initial triage through to resolution, not handing off after first response.
Replicate customer issues in a sandbox environment to confirm problem and resolution path.
Identify and execute diagnostic scripts to resolve known issues efficiently.
Troubleshoot configuration, data, workflow, and integration issues within a defined module cluster.
Proactively call customers or partners to speed outcomes.
Manage cases through the digital support portal with clear, professional written communication.
Escalate to Australian L3 team when issues are novel with documented investigations.
Collaborate with the AU L3 team as the product evolves.