Remote SaaS Support Engineer

Jobs360

Philippines

Remote

PHP 357,000 - 714,000

Full time

4 days ago

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Benefits offered by this job

HMO Coverage upon regularization

20 Leave credits available uponregular

Social Passion Clubs

Engaging Monthly Events

Bronze Referral Incentives

Statutory Benefits: OT and PremiumPays

Job summary

Shore360—a 100% Australian-owned BPO based in the Philippines—seeks a Technical Support Engineer to diagnose and troubleshoot SaaS applications, collaborate with developers, and respond to client inquiries via phone, email, or ticketing system. You will assist in testing, triaging, and resolving tickets within SLA, while continually updating knowledge bases and supporting product training.

The role requires 3+ years in IT operations and customer service, with experience in SaaS support and tools

Qualifications

3+ years in Technical IT Ops or System Admin role.
2+ years in Customer Service or service desk/call logging systems.
Experience in SaaS-based application support.
Experience with Microsoft Office operating systems.

Responsibilities

Diagnose and troubleshoot software application issues.
Collaborate with developers and other teams to resolve complex issues.
Respond to inquiries via phone, email, or ticketing system with clear explanations.
Assist in testing and deployment of hotfixes and new releases.
Ensure tickets are triaged and responded to within SLA times (First Reply Time) and managed in JIRA.
Escalate tickets with detailed handover to Scrum teams and communicate product knowledge to clients.
Participate in product training and handover for new clients transitioning to BAU support.
Update documentation and knowledge bases with workarounds and changes.