MS SQL Software Support Engineer | Hybrid & Growth

AMCS Group; Cebu City; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Hybrid work setup

Shuttle service

Free on-site food and coffee

25 leave credits

Health insurance for dependents

Job summary

AMCS Group in Cebu City, Philippines, is seeking a Software Support Engineer to own first-line support for our Performance Sustainability SaaS products. You will troubleshoot incidents, guide users through complex scenarios, and ensure calls meet quality standards while maintaining calm under pressure.

You should have customer-facing experience, strong communication, and the ability to perform root-cause analyses.

Qualifications

• Experience in a customer facing role.
• Ability to work independently and in a team.
• Excellent written and spoken communication.
• Ability to perform root-cause analysis on recurring issues.
• Experience with SQL databases.
• Experience with SaaS software support.
• Bachelor’s degree in IT/CS/Engineering or equivalent.

Responsibilities

• Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI’s.
• Address and resolve incoming application questions and incidents from end users
• Document all pertinent end user identification information and relevant support case information in our CRM database
• Ability to perform root‑cause analysis on recurring system issues
• Record, track, and document the problem‑solving process
• Test fixes and perform post‑resolution follow‑ups to ensure adequate resolution of issues
• Manage client issue calls, providing status across a portfolio of issues

Skills

Customer focus

Communication skills

Teamwork

Analytical thinking

Multitasking

Problem solving

Questioning to diagnose

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Azure

SQL

Grafana

CRM software

Job description

AMCS Group in Cebu City, Philippines, is seeking a Software Support Engineer to own first-line support for our Performance Sustainability SaaS products. You will troubleshoot incidents, guide users through complex scenarios, and ensure calls meet quality standards while maintaining calm under pressure.

You should have customer-facing experience, strong communication, and the ability to perform root-cause analyses.