Global SaaS Support Engineer - AI-Powered Insights

AMCS Group; Cebu City; On-site; PHP 320,000 - 460,000; Full time

Benefits offered by this job

Hybrid work model

Day 1 healthcare coverage

25 annual leave days

Shuttle service

Job summary

AMCS is hiring a Software Support Engineer to join the Global Customer Support Team. You will provide technical application support, resolve software questions and incidents, and work with stakeholders across the organization.

Responsibilities include case management, collecting information from customers, data analysis, and using SQL and AI tools to drive root-cause analysis. You will collaborate with Product, Development and Implementation teams to address customer needs.

Qualifications

• Degree in IT/CS or related field, or equivalent experience.
• Excellent written and spoken English, clear communication with customers and stakeholders.
• Strong analytical and problem-solving skills.
• Experience querying data with SQL.
• Proficient with Microsoft Office (Word, Excel).
• Ability to manage multiple cases in a global team.
• Understanding of enterprise software processes.

Responsibilities

• Manage assigned cases per service standards, targets, and procedures.
• Engage with customers to gather information for questions/incidents.
• Analyze business processes to identify data issues and workflow problems.
• Use SQL, monitoring tools, and approved AI tools to investigate issues and root cause.
• Maintain clear case records with history, steps, conclusions, and resolution.
• Explain conclusions to customers and internal Product/Development teams.
• Collaborate with Product/Development/Implementation to relay requirements.
• Validate resolved issues to ensure the problem is fully addressed.

Skills

Excellent English communication

Analytical thinking

Data analysis

SQL proficiency

Independent & cross-functional work

Customer-focused

Education

Bachelor's degree or equivalent

Tools

SQL Server

Azure

CRM systems (Salesforce)

Job description

AMCS is hiring a Software Support Engineer to join the Global Customer Support Team. You will provide technical application support, resolve software questions and incidents, and work with stakeholders across the organization.

Responsibilities include case management, collecting information from customers, data analysis, and using SQL and AI tools to drive root-cause analysis. You will collaborate with Product, Development and Implementation teams to address customer needs.