SaaS Support Engineer - Data-Driven Customer Success

AMCS Group; Cebu City; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage

25 annual leave days

Shuttle transportation

Free onsite meals

Professional development opportunities

Global collaboration

Job summary

AMCS Group in Cebu City is seeking a Software Support Engineer to join the Global Customer Support Team, providing technical application support for our SaaS customers and helping to resolve software-related questions and incidents.

You will work with product, development and implementation teams, use SQL and AI tools to investigate issues, maintain case records, and explain findings clearly to customers and stakeholders.

Qualifications

• Must have strong analytical and communication skills.
• Experience querying relational databases with SQL.
• Ability to translate technical findings for non-technical stakeholders.
• Comfort working in a global, distributed team.

Responsibilities

• Manage assigned cases per service standards and targets.
• Engage with customers to understand questions and incidents.
• Analyze business processes to identify data issues and workflow problems.
• Use SQL and monitoring tools to investigate issues and perform root-cause analysis.
• Maintain accurate case records with investigation steps and outcomes.
• Explain conclusions clearly to customers and internal teams.
• Collaborate with Product/Development to capture requirements and improvements.

Skills

Analytical thinking

SQL

English proficiency

Data analysis

Communication

Excel

Teamwork

Problem solving

Education

Bachelor's degree in IT/CS

Tools

Salesforce

Azure

SQL Server

Application Insights

CRM platform

Job description

AMCS Group in Cebu City is seeking a Software Support Engineer to join the Global Customer Support Team, providing technical application support for our SaaS customers and helping to resolve software-related questions and incidents.

You will work with product, development and implementation teams, use SQL and AI tools to investigate issues, maintain case records, and explain findings clearly to customers and stakeholders.