Global SaaS Software Support Engineer - Hybrid

AMCS Group; Cebu City; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid working model

Healthcare coverage for you and depend

25 annual leave days

Shuttle service

Free meals on site

Learning and development opportunities

Job summary

AMCS Group in Cebu City (Philippines) is seeking a Software Support Engineer to join our Global Customer Support Team. You will provide technical application support for our cloud-based SaaS solutions and help customers resolve software-related incidents.

This role requires a customer-service mindset, strong analytical thinking, and the ability to use SQL and monitoring tools to investigate issues. You will collaborate with Product, Development and Implementation teams to deliver effective

Qualifications

• Degree in Information Systems, Computer Science, Business Analytics, Information Technology, or related field, or equivalent experience.
• Excellent written and spoken English; ability to explain findings professionally to stakeholders.
• Strong analytical and critical-thinking skills for breaking down complex problems.
• Confidence working with data to identify patterns and draw conclusions.
• Experience using SQL to query and investigate data in relational databases.
• Proficiency with Microsoft Word and Excel.
• Ability to manage multiple cases and work in a distributed team.

Responsibilities

• Manage assigned cases following service standards and targets.
• Engage with customers to gather information for questions and incidents.
• Analyze business processes to identify data and workflow issues.
• Use SQL, monitoring tools, and AI tools to investigate and perform root-cause analysis.
• Maintain clear case records of issue history and resolution steps.
• Explain conclusions clearly to customers and internal teams.
• Collaborate with Product, Development and Implementation teams to relay customer requirements.
• Validate resolved issues to ensure complete problem addressal.

Skills

SQL

Data analysis

English proficiency

Problem solving

Communication

Education

Degree in Information Systems / CS / Analytics

Tools

Salesforce

Microsoft Office

Azure

Job description

AMCS Group in Cebu City (Philippines) is seeking a Software Support Engineer to join our Global Customer Support Team. You will provide technical application support for our cloud-based SaaS solutions and help customers resolve software-related incidents.

This role requires a customer-service mindset, strong analytical thinking, and the ability to use SQL and monitoring tools to investigate issues. You will collaborate with Product, Development and Implementation teams to deliver effective