L2 Support Engineer (ERP) | Onsite, Ortigas

Satellite Office; Pasig; On-site; PHP 670,000 - 1,228,000; Full time

Job summary

Satellite Office in Pasig ( onsite at Jollibee Tower Ortigas ) is seeking an L2 Support Engineer to join a pioneer team serving a global ERP client from Australia. You will handle complex support cases, perform root-cause analysis, and work with the Australian L3 team to deliver robust solutions.

You will replicate issues, run diagnostics, and leverage SQL to resolve problems. Excellent customer communication and proactive engagement are essential in this role.

Qualifications

• Minimum 2–3 years in L2 ERP support.
• Acumatica experience is highly preferred.
• Payroll/workforce platform experience is helpful (e.g., ADP, Employment Hero).
• Familiarity with other ERP platforms (SAP, Oracle, MS Dynamics, NetSuite).
• Strong SQL skills and problem-solving abilities.

Responsibilities

• Own complex ERP support cases from triage to resolution.
• Replicate issues in a sandbox to confirm the problem and path to fix.
• Run diagnostic scripts to resolve known issues.
• Troubleshoot configuration, data, workflow, and integration issues.
• Proactively contact customers for faster outcomes and update the portal with clear communication.
• Manage cases through the digital support portal with professional writing.
• Escalate to AU L3 when issues are novel with documentation in place.
• Collaborate with the AU L3 team as the product evolves.

Skills

ERP L2 support

Acumatica exp

SQL knowledge

Customer engagement

ERP experience

Job description

Work setup: Onsite | Jollibee Tower, Ortigas

Shift Schedule: Morning, rotating

L2 SUPPORT ENGINEER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme!

WHAT IS AN L2 SUPPORT ENGINEER?

Our awesome client, a leading ERP software provider based in Australia is looking for an L2 Support Engineer to be part of their pioneer team.

• The organization is evolving its support model. Routine queries are now handled by AI. Complex technical issues the ones that require real investigation, structured troubleshooting, and genuine problem-solving are owned by this L2 team. You will work alongside the team's retained Australian L3 technical team on an ongoing basis, building a close working relationship that goes well beyond the initial transition period.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Own complex technical support cases from initial triage through to resolution not handing off after a first response.

• Replicate customer issues in a sandbox environment to confirm the problem and identify the correct resolution path.

• Identify and execute existing diagnostic scripts to resolve known issues efficiently.

• Troubleshoot configuration, data, workflow, and integration issues, you will specialise in a defined cluster of modules, not be expected to know all 30 from day one.

• Proactively call customers or partners when it will get a faster outcome you should not need to be asked to pick up the phone.

• Manage cases through the digital support portal with clear, professional written communication at every step.

• Escalate to the Australian L3 team when issues are genuinely novel with your investigation already documented.

• Work closely with the retained AU L3 team on an ongoing basis as the product evolves and new scenarios emerge.

WHAT ARE WE LOOKING FOR?

• Strong experience in providing Level 2 support for ERP systems

• Acumatica experience is highly preferred

• Payroll or workforce management platform experience is highly preferred (ADP, Employment Hero, Keypay, etc)

• Preferably with experience in other ERP platforms (SAP, Oracle, MS Dynamics, Netsuite)

• Knowledgeable with SQL

• Strong customer engagement experience and ability to resolve complex cases

• Good communication skills