Remote Tier 2 SaaS Support Engineer (Azure/LLM)

Bayanihan Partners; Metro Manila; Remote; PHP 781,000 - 1,228,000; Full time

Job summary

Bayanihan Partners is recruiting a Tier 2 Application Support Specialist to support Ultimarii Studio, a cloud-hosted SaaS platform that uses retrieval-augmented generation (RAG), agentic workflows, large language models (LLMs), and customer knowledge sources to produce research-driven drafting and analysis outputs.

You will diagnose application, data, retrieval, integration, and user-impacting issues; apply approved basic fixes; and elevate complex defects to senior developers with clear

Qualifications

• 3+ years in Tier 2 application support or similar SaaS roles.
• Strong troubleshooting skills: isolate symptoms, reproduce issues, test hypotheses, document findings.
• Experience diagnosing cloud-hosted SaaS apps, preferably on Microsoft Azure.
• Working knowledge of APIs, HTTP status codes, JSON payloads, auth flows, and browser/network debugging.
• Familiarity with logs, metrics, distributed tracing, alerting systems, and incident-management tools.
• Understanding of modern web/backend systems including React/TypeScript and Python/FastAPI services.
• Comfort with data pipelines, embeddings, vector databases, or AI/LLM apps.
• Strong written communication for customer updates and escalations.
• Ability to perform low-risk fixes using approved procedures and escalate when needed.

Responsibilities

• Investigate and resolve Tier 2 issues across web/mobile interface, orchestration services, retrieval pipeline, vector store, and LLM interactions.
• Reproduce reported issues, assess scope/severity, distinguish user/configuration issues from data problems and integration failures.
• Diagnose production issues using Azure Monitor, SIEM dashboards, OpenTelemetry traces, Langfuse, Prometheus/Grafana.
• Review logs, traces, audit trails, latency data, API responses, and user context to identify root causes.
• Apply approved fixes including configuration changes, data reprocessing, workflow reruns, cache/index refreshes, and credential checks.
• Triage incidents, prioritize issues, provide updates, assess customer impact.
• Escalate complex bugs or security concerns with steps, evidence, suspected cause and business impact.
• Communicate clearly with customers, internal teams, and engineering.
• Validate fixes, smoke-test workflows, monitor after releases.
• Maintain troubleshooting playbooks and escalation templates; look for recurring issues and improvements.
• Identify recurring issues and recommend improvements to monitoring, diagnostics, documentation, product behavior, or support tooling.

Skills

Tier 2 support

Troubleshooting

Azure cloud

APIs & HTTP

Logging & monitoring

Web & backend

Written comms

Operational fixes

Tools

Azure Monitor

SIEM

OpenTelemetry

Prometheus

Grafana

Langfuse

Job description

Bayanihan Partners is recruiting a Tier 2 Application Support Specialist to support Ultimarii Studio, a cloud-hosted SaaS platform that uses retrieval-augmented generation (RAG), agentic workflows, large language models (LLMs), and customer knowledge sources to produce research-driven drafting and analysis outputs.

You will diagnose application, data, retrieval, integration, and user-impacting issues; apply approved basic fixes; and elevate complex defects to senior developers with clear