SaaS Support Engineer - MS SQL & Cloud Solutions

AMCS Group; Cebu City; Hybrid; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage

25 annual leave days

Shuttle transportation

Free onsite meals

Wellbeing benefits

Continuous learning & development

Job summary

AMCS Group is hiring a Software Support Engineer in Cebu City to be the first point of contact for customers, resolving issues, answering questions, and maximizing value from our cloud-based SaaS solutions. You’ll combine technical troubleshooting, analytics, and clear communication to deliver an outstanding customer experience in a fast-paced environment.

You’ll investigate issues, document findings, perform root-cause analysis, and collaborate with customers at all levels while maintaining

Qualifications

• Experience in a customer facing role is essential.
• Ability to work independently as well as in a team.
• Excellent written and spoken communication; ask questions to resolve issues.
• Ability to tailor communication to SuperUser, IT, or C-Level audiences.
• Solid understanding of Microsoft Office and cloud SaaS support.
• Capability to manage multiple workstreams and priorities in a fast-paced environment.
• Strong analytical skills with SQL-based data analysis.

Responsibilities

• Provide first line support to customers for incidents/requests and meet quality standards.
• Address and resolve incoming application questions and incidents from end users.
• Document all relevant customer information in the CRM and support databases.
• Perform root-cause analysis on recurring system issues.
• Record, track, and document the problem-solving process with updates.
• Test fixes and follow up to ensure adequate resolution.
• Manage client calls and provide status across a portfolio of issues.

Skills

Customer-facing

Independent worker

Strong communication

Audience-adaptable

Microsoft Office

Cloud computing (Azure)

SQL data analysis

Customer-centric mindset

Education

Bachelor’s degree in IT/CS/CE or equivalent

Tools

Grafana

Azure Portal

ERP knowledge

Job description

AMCS Group is hiring a Software Support Engineer in Cebu City to be the first point of contact for customers, resolving issues, answering questions, and maximizing value from our cloud-based SaaS solutions. You’ll combine technical troubleshooting, analytics, and clear communication to deliver an outstanding customer experience in a fast-paced environment.

You’ll investigate issues, document findings, perform root-cause analysis, and collaborate with customers at all levels while maintaining