Packaged/SaaS Application Engineer I

Gratitude Philippines; Manila; Hybrid; PHP 335,000 - 558,000; Full time

Job summary

Gratitude Philippines is seeking an Packaged/SaaS Application Engineer I to support packaged and SaaS applications in a hybrid environment. You will handle technical support, incident management, monitoring, and collaboration with IT and business teams to ensure smooth operation.

The role emphasizes problem solving, attention to detail, and timely resolution of application issues with a focus on service quality and stakeholder communication.

Qualifications

• Experience or knowledge in application support, SaaS applications, or packaged enterprise applications.
• Strong troubleshooting and analytical skills.
• Ability to understand application issues and identify appropriate solutions.
• Good written and verbal communication skills.
• Strong attention to detail and problem-solving ability.
• Ability to work collaboratively with technical and business stakeholders.
• Familiarity with incident management, application maintenance, and IT support processes is preferred.
• Ability to work effectively in a hybrid setup.
• Willingness to work according to business requirements and assigned schedule.

Responsibilities

• Provide technical support for packaged and SaaS applications.
• Monitor application performance and identify potential issues.
• Troubleshoot application incidents and resolve technical problems within defined timelines.
• Analyze reported issues and assist with root-cause identification.
• Coordinate with internal technical teams and relevant stakeholders to resolve application-related concerns.
• Support application configuration, maintenance, and operational activities as required.
• Assist with testing, deployment, upgrades, and application enhancements.
• Document incidents, solutions, procedures, and technical findings.
• Follow established IT processes, support procedures, security requirements, and service standards.
• Escalate complex or recurring issues to appropriate technical teams.
• Maintain effective communication with stakeholders regarding issue status and resolution.
• Contribute to continuous improvement of application support processes and service delivery.

Skills

App support

SaaS apps

Troubleshooting

Analytical skills

Communication skills

Stakeholder collaboration

Incident management

Hybrid work

Job description

About the Role

We are looking for a Packaged/SaaS Application Engineer I to support packaged and Software-as-a-Service (SaaS) applications in a technical environment. The role will involve application support, troubleshooting, issue resolution, system monitoring, and coordination with relevant technical and business teams.

The position requires a strong problem-solving approach, attention to detail, and the ability to understand application issues and provide timely technical support.

Key Responsibilities

• Provide technical support for packaged and SaaS applications.

• Monitor application performance and identify potential issues.

• Troubleshoot application incidents and resolve technical problems within defined timelines.

• Analyze reported issues and assist with root-cause identification.

• Coordinate with internal technical teams and relevant stakeholders to resolve application-related concerns.

• Support application configuration, maintenance, and operational activities as required.

• Assist with testing, deployment, upgrades, and application enhancements.

• Document incidents, solutions, procedures, and technical findings.

• Follow established IT processes, support procedures, security requirements, and service standards.

• Escalate complex or recurring issues to appropriate technical teams.

• Maintain effective communication with stakeholders regarding issue status and resolution.

• Contribute to continuous improvement of application support processes and service delivery.

Required Skills & Qualifications

• Experience or knowledge in application support, SaaS applications, or packaged enterprise applications.

• Strong troubleshooting and analytical skills.

• Ability to understand application issues and identify appropriate solutions.

• Good written and verbal communication skills.

• Strong attention to detail and problem-solving ability.

• Ability to work collaboratively with technical and business stakeholders.

• Familiarity with incident management, application maintenance, and IT support processes is preferred.

• Ability to work effectively in a hybrid setup.

• Willingness to work according to business requirements and assigned schedule.

Work Setup

• Work Mode: Hybrid

• Location: Cubao, Quezon City

• Position Level: Application Engineer I

• Employment Type: Full Time

• Job Code: ATCP-1300421-S409145