ERP Support Lead - Complex Troubleshooting & Case Ownership

Satellite Office

Pasig

On-site

PHP 420,000 - 640,000

Full time

6 days ago

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Job summary

Satellite Office is hiring for an L2 technical support role focused on ERP, payroll, and workforce management platforms. You will own complex issues end-to-end, reproduce problems in sandbox environments, and apply existing diagnostic scripts to resolve cases with clear written communication.

The role requires experience with enterprise software support, strong troubleshooting, and a proactive phone approach to accelerate outcomes.

Qualifications

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

Responsibilities

Own complex technical support cases from triage to resolution.
Replicate customer issues in a sandbox environment to confirm problems and identify fixes.
Identify and execute diagnostic scripts to resolve known issues.
Troubleshoot configuration, data, workflow, and integration issues within defined module clusters.
Proactively call customers or partners to expedite outcomes.
Manage cases through the digital support portal with clear communication.
Escalate to AU L3 team for novel issues with documented investigations.
Collaborate with retained AU L3 team as product evolves.