Global SaaS Support Engineer | AI-Driven Data Analysis

AMCS Group; Philippines; Hybrid; PHP 480,000 - 760,000; Full time

Benefits offered by this job

Day 1 healthcare coverage

25 annual leave days

Shuttle service

Free onsite meals

Continuous learning and professional发展

Job summary

AMCS Group is seeking a Software Support Engineer to join the Global Customer Support Team, providing technical application support and incident resolution for our cloud-based SaaS platform. The role emphasizes accurate issue assessment, fast ticketing, and proactive communication with customers.

You will work with Product, Development and Implementation teams, using SQL and monitoring tools to investigate issues and support root-cause analysis.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Excellent English communication with customers.
• Strong data analysis and SQL proficiency.
• Ability to manage multiple cases and priorities.

Responsibilities

• Manage cases to meet service standards, response targets and procedures.
• Engage with customers to gather information for questions and incidents.
• Analyze business processes to identify data issues and workflow problems.
• Use SQL, monitoring tools, and approved AI tools to investigate issues.
• Maintain detailed case records of history, steps, conclusions, and resolution.
• Explain conclusions clearly to customers and internal teams.
• Collaborate with Product/Development to communicate requirements and improvements.
• Validate resolved issues to ensure problems are fully addressed.

Skills

SQL

Data analysis

Analytical thinking

Customer service mindset

Communication

Time management

Team collaboration

Education

Bachelor's degree in related field

Tools

SQL Server

Application monitoring tools

AI tools

Salesforce

Microsoft Office

Job description

AMCS Group is seeking a Software Support Engineer to join the Global Customer Support Team, providing technical application support and incident resolution for our cloud-based SaaS platform. The role emphasizes accurate issue assessment, fast ticketing, and proactive communication with customers.

You will work with Product, Development and Implementation teams, using SQL and monitoring tools to investigate issues and support root-cause analysis.