IT Engineer

Tarro

Pajo

On-site

PHP 334,800 - 502,200

Full time

14 days+

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Job summary

A technology company in the Philippines seeks a proactive Application Support Engineer to oversee the management and optimization of software applications. You will work closely with teams to troubleshoot issues and enhance performance, ensuring seamless system operation. If you have application support experience and a strong customer focus, we invite you to apply for this full-time opportunity.

Qualifications

Experience in application support and troubleshooting in a fast-paced environment.
Proficient in administering Atlassian products with strong knowledge of JQL.
Experience with system updates, debugging, and production fixes.

Responsibilities

Troubleshoot and resolve application-related issues to ensure system stability.
Manage software updates and enhancements for improved performance.
Collaborate with teams to implement solutions that enhance business processes.

Skills

Application support

Proactive problem-solving

System debugging

Jira administration

Customer-focused

Tools

Jira

Confluence

Jira Service Management

Salesforce

Google Workspace

Slack

Job description

Overview

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About Us
Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Wonders, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.

Wonders has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Wonders with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! Helping Independent Restaurants Thrive.

What We’re Looking For

We are looking for a highly capable Application Support Engineer to oversee the administration, customization, and maintenance of our software applications. This role requires a proactive problem-solver who is passionate about improving application performance and enhancing business operations. You will work closely with internal teams to ensure our systems operate seamlessly, while also driving performance improvements and system optimizations.

What You’ll Accomplish

Troubleshoot and resolve application-related issues to ensure system stability and uptime.
Manage software updates, patches, and enhancements to improve application performance.
Collaborate with cross-functional teams to implement solutions that improve business processes.
Provide end-to-end support for front-end and back-end applications, ensuring synchronized functionality.
Conduct root cause analysis and escalate critical issues when necessary.
Monitor application performance metrics and implement strategies for optimization.
Maintain comprehensive documentation of system changes, incidents, and troubleshooting procedures.
Ensure security and compliance requirements are met for all managed applications.

Year 1 Deliverables

Deliver consistent system stability with reduced downtime by maintaining and updating critical applications.
Optimize system performance, ensuring seamless application functionality and increased user satisfaction.
Establish a documented, efficient troubleshooting and incident resolution process to improve operational efficiency.
Collaborate with teams to enhance and scale software systems to meet growing business needs.

About You

You have experience in application support, with a proven track record of troubleshooting and optimizing systems in a fast-paced environment.
You are proficient in administering Atlassian products (Jira, Confluence, Jira Service Management) and strong knowledge of JQL.
You have experience with system updates, debugging, and deploying fixes in production environments.
You are flexibe to work night shifts, off-hours, and weekends when necessary, ensuring continuous application support.
You are willing to work in-office 5 days a week, starting at 3am PHT Tuesday-Saturday to align with US hours

Bonus Points

You have experience in a consumer-driven industry with a passion for the customer.
You have familiarity with Salesforce, Google Workspace, and Slack.
You have a background in ITIL or similar service management frameworks.
You have experience working in a startup environment or with rapid-growth companies.
You have a roll-up-your-sleeves mentality and thrive in fast-paced, collaborative, and ambiguous environments where you frequently wear more than one hat.

Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.

If you do not meet all the requirements listed above which candidates rarely do, don"t worry. We still encourage you to apply!

Seniority level