Remote SaaS Technical Support Engineer | Jira & SLAs

Shore360, Inc.

Philippines

On-site

PHP 500,000 - 750,000

Full time

5 days ago

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Benefits offered by this job

HMO Coverage

Leave credits

Social Passion Clubs

Monthly Events

Referral Incentives

Maternity/Paternity/Leave benefits

Work-From-Home

Job summary

Shore360, Inc. in the Philippines is seeking an IT Operations Specialist to diagnose and troubleshoot software application issues, collaborating with developers and other teams to resolve complex problems.

You will respond to user inquiries via phone, email, or tickets, and assist in testing and deploying hotfixes and new releases. The role requires experience in SaaS-based application support, strong problem-solving abilities, and excellent written and verbal communication skills, with a focus

Qualifications

At least 3 years in a Technical IT Ops/System Admin role.
At least 3 years in a Customer Service role.
Experience in SaaS-based application support.

Responsibilities

Diagnose and troubleshoot software application issues, including errors, bugs, and performance problems.
Collaborate with software developers and other teams to investigate and resolve complex application issues.
Respond to user inquiries via phone, email, or ticketing system and provide clear explanations or instructions.
Assist in testing and deployment of application hotfixes and new releases.
Triage new tickets within SLA timeframes (First Reply Time) and escalate as needed.