SaaS Support Engineer - Hybrid & Global Impact

AMCS Group; Cebu City; Hybrid; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage for you and

25 annual leave days

Shuttle transportation

Free onsite meals and coffee

Wellbeing and development programs

Global collaboration

Sustainable impact

Job summary

AMCS Group is seeking a Software Support Engineer to join our Global Customer Support Team in the Philippines. You will be the first point of contact for customers, resolving issues and helping them maximise value from our cloud-based SaaS solutions.

In a fast-paced SaaS environment, you will combine technical troubleshooting, analytical thinking and strong communication to deliver an exceptional customer experience.

Qualifications

• Experience in a customer facing role.
• Ability to operate independently or in a team.
• Excellent written and spoken communication; ask questions to resolve issues.
• Ability to tailor communication to SuperUser, IT, or C-Level.
• Strong understanding of Microsoft Office Suite.
• Good understanding of Cloud Computing (Azure) or other SaaS support.
• Ability to manage multiple workstreams and prioritize.
• Excellent analytical skills.
• Ability to query SQL databases for data analysis in triage.
• Customer-focused approach.

Responsibilities

• Provide first line support to customers and ensure calls meet quality standards and KPIs.
• Address and resolve incoming application questions and incidents.
• Document end user information and support case details in the CRM.
• Perform root-cause analysis on recurring system issues.
• Record, track, and document the problem-solving process.
• Test fixes and follow up to ensure resolution.

Skills

Customer facing

Independent work

Communication skills

Audience adaptation

Microsoft Office

Azure / Cloud

SQL querying

Multi-tasking

Analytical thinking

Customer focus

Education

Bachelor’s degree in IT/CS/CE

Tools

Azure Portal

Grafana

ERP software

Job description

AMCS Group is seeking a Software Support Engineer to join our Global Customer Support Team in the Philippines. You will be the first point of contact for customers, resolving issues and helping them maximise value from our cloud-based SaaS solutions.

In a fast-paced SaaS environment, you will combine technical troubleshooting, analytical thinking and strong communication to deliver an exceptional customer experience.