Remote Software Support Engineer BI & Cloud Solutions

Platintel

Manila

Hybrid

PHP 670,000 - 1,004,000

Full time

8 days ago

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Benefits offered by this job

HMO Day 1 (Primary and Dependent)

Above market compensation package

Quarterly Massages

Team building activities

Employee referral incentives

Job summary

Platintel is seeking a Software Support Engineer to join a remote-first team handling frontline and second-line support for bespoke software and BI solutions. You will triage incidents, reproduce and diagnose issues, and translate client needs into actionable engineering tickets.

Key requirements include Jira usage, Python scripting, SQL querying, and experience with Azure cloud services. Prior experience in a client-facing role and familiarity with Agile/Scrum are valued as you support multiple

Qualifications

Must have experience using Jira for issue tracking.
Exposure to Confluence is preferred.
Hands-on Python for scripting, automation, or application support.
Hands-on SQL for querying data.
Experience supporting or working with Microsoft Azure cloud services.
Familiarity with Terraform or infrastructure-as-code for provisioning and managing environments.
Experience in a software support, technical support, or similar client-facing technical role.
Understanding of Agile/Scrum or similar delivery methodologies is preferred.
Ability to manage multiple issues simultaneously in a fast-paced, remote-first environment.

Responsibilities

Act as the first point of contact for client-reported issues, triaging and prioritising incidents based on severity and business impact.
Reproduce, diagnose, and resolve software and data issues, escalating to the engineering team where required.
Track incidents, service requests, and their resolution to ensure timely closure and clear communication with clients.
Monitor application and infrastructure health, proactively identifying and addressing potential issues before they impact clients.
Maintain accurate support documentation, known-error records, and knowledge base articles.
Gather, analyse, and document client requirements, translating them into clear tickets and user stories with acceptance criteria for the engineering team.