ERP Support Engineer II — Complex Issue Resolver

Satellite Office; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Satellite Office is seeking an experienced L2 technical support specialist to handle complex ERP/Payroll platform issues in collaboration with the Australian L3 team. You will own cases end-to-end, replicate problems in a sandbox, and run diagnostic scripts to identify resolutions.

The role requires structured troubleshooting, clear written English, and the ability to proactively call customers or partners to accelerate outcomes. You will work closely with the AU team as the product evolves.

Qualifications

• Experience in technical support for complex software ERP, payroll or workforce management.
• Structured troubleshooting to isolate root causes using logs and data.
• Comfort with identifying and executing existing SQL scripts for known issues.
• Clear, professional written English for digital case communications.
• Willingness to proactively call customers or partners for faster outcomes.

Responsibilities

• Own complex technical support cases from triage through to resolution, without handing off after first response.
• Replicate customer issues in a sandbox to confirm problems and determine resolution paths.
• Identify and execute diagnostic scripts to resolve known issues efficiently.
• Troubleshoot configuration, data, workflow, and integration issues across MYOB Acumatica modules.
• Proactively contact customers or partners to speed outcomes when appropriate.
• Manage cases through the support portal with clear, professional written communication.
• Escalate to the AU L3 team when issues are genuinely novel with documented investigation.
• Collaborate with the retained AU L3 team as the product evolves and scenarios change.

Skills

ERP support

Structured troubleshooting

SQL scripting

English proficiency

Phone communication

Tools

SQL

Job description

Satellite Office is seeking an experienced L2 technical support specialist to handle complex ERP/Payroll platform issues in collaboration with the Australian L3 team. You will own cases end-to-end, replicate problems in a sandbox, and run diagnostic scripts to identify resolutions.

The role requires structured troubleshooting, clear written English, and the ability to proactively call customers or partners to accelerate outcomes. You will work closely with the AU team as the product evolves.