Hybrid SaaS Support Engineer - AI-Powered Cloud Ops

AMCS Group; Cebu City; Hybrid; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Healthcare coverage

25 days annual leave

Shuttle service

Free onsite meals & coffee

Wellbeing benefits

Job summary

AMCS Group is hiring for a Global Customer Support role in Cebu City. You will provide first-line support for incidents and requests, resolve questions from end users, and document case data in our CRM system. You will perform root-cause analysis and track progress while coordinating with teams to ensure timely resolution.

The role requires strong communication, SQL querying skills, and familiarity with Azure/SaaS environments. A hybrid work model and ongoing professional development are offered.

Qualifications

• Experience in a customer-facing role is essential.
• Excellent written and spoken communication, and the ability to ask questions to identify issues.
• Ability to tailor communication to different audiences (SuperUser, IT, C-Level).
• Strong understanding of the Microsoft Office suite.
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• Ability to manage multiple workstreams (calls and support portal cases) and meet daily responsibilities.
• Strong analytical skills and ability to query SQL databases for issue triage.
• Customer focus and commitment to quality service.

Responsibilities

• Provide first line support to customers for incidents/requests and ensure responses meet quality standards and KPIs.
• Address and resolve incoming application questions and incidents from end users.
• Document end user information and case data in our CRM database.
• Perform root-cause analysis on recurring system issues.
• Record, track, and document the problem-solving process.
• Test fixes and follow-ups to ensure complete resolution.
• Manage client issue calls and provide status updates across multiple issues.

Skills

Customer-facing

Communication skills

Microsoft Office

Azure / SaaS knowledge

SQL querying

Independent / team player

Multi-tasking

Analytical skills

Education

Bachelor's degree in IT/CS/Engineering

Tools

Microsoft Office Suite

Azure Portal

Grafana

CRM systems

Job description

AMCS Group is hiring for a Global Customer Support role in Cebu City. You will provide first-line support for incidents and requests, resolve questions from end users, and document case data in our CRM system. You will perform root-cause analysis and track progress while coordinating with teams to ensure timely resolution.

The role requires strong communication, SQL querying skills, and familiarity with Azure/SaaS environments. A hybrid work model and ongoing professional development are offered.