SaaS Support Engineer – Customer-Focused, Hybrid

AMCS Group; Cebu City; Hybrid; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage

25 annual leave days

Shuttle transportation

Free onsite meals and coffee

Wellbeing benefits and learning

Global collaboration

Sustainable impact through technology

Job summary

AMCS Group is seeking a Software Support Engineer in Cebu City. You will be the first contact for customers, troubleshooting issues and guiding them to value from our cloud-based SaaS solutions.

You’ll combine technical troubleshooting, analytics, and strong communication to deliver an exceptional customer experience. This role suits those who enjoy problem solving, customer interaction, and working in a fast-paced SaaS environment.

Qualifications

• Experience in a customer-facing role is essential.
• Strong communication (written and spoken) with customers to resolve issues.
• Ability to query SQL databases to analyze data for issue triage and resolution.
• Solid understanding of Microsoft Office Suite and cloud/SaaS support.
• Capable of managing multiple workstreams in a fast-paced environment.

Responsibilities

• Provide first line support to customers; ensure calls meet quality standards and KPIs.
• Address and resolve incoming application questions and incidents from end users.
• Document all pertinent end user information and case details in the CRM.
• Perform root-cause analysis on recurring system issues.
• Record, track, and document the troubleshooting process.
• Test fixes and perform post-resolution follow-ups to ensure resolution.
• Manage client issue calls and provide status across multiple issues.

Skills

Customer-facing skills

Independent & team work

Excellent communication

Audience adaptation

Microsoft Office Suite

Cloud/SaaS support

Multi-workstream management

Analytical thinking

SQL querying

Customer focus

Education

Bachelor’s in IT/CS/Engineering or equivalent

Tools

Azure Portal

Application Insights

Grafana

SQL databases

CRM systems

Job description

AMCS Group is seeking a Software Support Engineer in Cebu City. You will be the first contact for customers, troubleshooting issues and guiding them to value from our cloud-based SaaS solutions.

You’ll combine technical troubleshooting, analytics, and strong communication to deliver an exceptional customer experience. This role suits those who enjoy problem solving, customer interaction, and working in a fast-paced SaaS environment.