SaaS Support Engineer — Customer Success & Troubleshooting

AMCS Group; Cebu City; Hybrid; PHP 350,000 - 650,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage

25 annual leave days

Shuttle service

Free onsite meals and coffee

Employee benefits for wellbeing

Continuous learning and development

Global collaboration

Job summary

AMCS is seeking a Software Support Engineer in a hybrid setting, based in Cebu City. You will be the first point of contact for customers, resolving incidents, answering questions, and maximizing value from our cloud-based SaaS solutions.

Strong problem-solving, communication, and SQL/query skills are essential to diagnose issues and deliver a top-notch customer experience. The role requires collaboration with cross-functional teams, the ability to manage multiple workstreams, and comfort

Qualifications

• Experience in a customer facing role.
• Strong communication skills (written and spoken).
• Ability to perform root-cause analysis on recurring issues.
• Proficient in SQL to analyze data for issue triage and resolution.
• Ability to manage multiple workstreams in a fast-paced environment.
• Experience with cloud SaaS support.

Responsibilities

• Provide first line support to customers for incidents/requests and meet AMCS Quality standards.
• Document all pertinent user information and case details in the CRM.
• Perform root-cause analysis on recurring system issues.
• Test fixes and follow up to ensure resolution of issues.
• Coordinate with clients and internal teams to manage status updates.

Skills

Customer-facing

Communication

Analytical thinking

SQL querying

Multi-tasking

Independent worker

Questioning to diagnose issues

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Microsoft Office Suite

Microsoft Azure Portal

Grafana

Job description

AMCS is seeking a Software Support Engineer in a hybrid setting, based in Cebu City. You will be the first point of contact for customers, resolving incidents, answering questions, and maximizing value from our cloud-based SaaS solutions.

Strong problem-solving, communication, and SQL/query skills are essential to diagnose issues and deliver a top-notch customer experience. The role requires collaboration with cross-functional teams, the ability to manage multiple workstreams, and comfort