ERP Support Engineer - Complex Issue Solver

Satellite Office; Pasig; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Satellite Office in the Philippines is seeking an experienced technical support professional to own complex ERP software issues from triage through resolution. You will work closely with the Australian L3 team, handling cases end-to-end and contributing to an evolving support model that leverages AI for routine queries.

You will replicate issues in sandboxes, run diagnostic scripts, troubleshoot configurations and data, and keep customers informed with clear written English.

Qualifications

• Experience in technical or application support for complex ERP, payroll, or workforce management platforms.
• Structured troubleshooting using logs and diagnostic data to isolate root causes.
• Comfortable identifying and executing existing SQL scripts for known issues.
• Ability to determine ISV vs API issues; deep API coding is not required.
• Clear, professional written English throughout case lifecycle.
• Proactively contacting customers/partners when faster outcomes are possible.

Responsibilities

• Own complex technical support cases from initial triage through to resolution, without handing off after first response.
• Replicate customer issues in sandbox environments to confirm problems and determine resolutions.
• Identify and run existing 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 accelerate outcomes.
• Manage cases through the digital support portal with clear, professional communication.
• Escalate to AU L3 team when issues are novel, with investigation documented.
• Collaborate with the Australian L3 team as the product evolves.

Skills

ERP software support

Structured troubleshooting

SQL scripting

Problem identification

Professional written English

Proactive communication

Job description

Satellite Office in the Philippines is seeking an experienced technical support professional to own complex ERP software issues from triage through resolution. You will work closely with the Australian L3 team, handling cases end-to-end and contributing to an evolving support model that leverages AI for routine queries.

You will replicate issues in sandboxes, run diagnostic scripts, troubleshoot configurations and data, and keep customers informed with clear written English.