Senior Application Support Engineer II

KMC Solutions; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health Insurance/HMO

Unlimited Mad Max Coffee

Diverse learning & growthOpportunities

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMCSolutions is seeking a Senior Application Support Engineer to isolate, troubleshoot, and resolve escalated customer issues across backend systems, APIs, and databases. You will partner with Engineering and Product to drive long-term improvements and mentor junior teammates.

The role requires strong problem-solving, excellent communication, and the ability to manage high-pressure customer interactions. Onsite work for 6 months with a transition to a hybrid setup is expected.

Qualifications

• 3–5 years of technical support experience, SaaS enterprise env preferred.
• Proven ability to write and run SQL queries for data analysis and troubleshooting.
• Familiarity with RESTful APIs; able to make calls, read responses, and debug.
• Strong troubleshooting methodology and analytical thinking to break down problems.
• Experience debugging web apps and working with frontend/backend tech is a plus.
• Excellent communication to translate technical details for non-technical audiences.
• Willing to work onsite for the first 6 months, then transition to hybrid.

Responsibilities

• Investigate and resolve highly complex customer issues escalated from Tier1/2.
• Interact with customers to isolate issues; collaborate with Engineering, Product, DevOps.
• Analyze data from SQL databases to support issue investigations.
• Debug and troubleshoot issues related to SOCi APIs, integrations, and backend services.
• Identify product quality patterns and provide actionable recommendations with Product teams.
• Coach and mentor junior team members on advanced troubleshooting.
• Reproduce and document bugs with clear steps, logs, and severity assessments.
• Maintain detailed investigations and resolutions in case management tools.
• Write knowledge base articles and runbooks for enablement.
• Participate in on-call rotations for critical incidents and weekends.

Skills

Technical support

SQL querying

RESTful APIs

Troubleshooting

Communication

Cross-functional collaboration

On-call readiness

Tools

Jira

Salesforce

Zendesk

Datadog

Sentry

Postman

Job description

MakeyournextbigcareermovebyapplyingasKMCSolutions'nextSENIORAPPLICATIONSUPPORTENGINEER!

Thisroleisresponsibleforisolating,troubleshooting,andresolvingcomplexandescalatedcustomerissues-rangingfromintricateproductbugstomulti-systemintegrationfailures-whileactingasacriticalliaisonbetweencustomer-facingteamsandEngineering.Operatinginafast-pacedenvironment,theSeniorProductSupportEngineerdivesintobackendsystems,APIs,anddatabases(includingSQL)toconductrootcauseanalyses,drivelong-termsolutions,andimplementscalablesolutions.Thisroleworkscross-functionallywithProductandEngineeringteamstoinfluenceimprovementsinboththeproductandinternalprocesses,whileproactivelyidentifyingpatternsthatreducefutureescalations.

Additionally,theSeniorProductSupportEngineersupportsthebroaderSupportteambysharingknowledge,providingmentoringandguidance,andraisingtheoverallbarfortechnicalexcellence.Exceptionalproblemsolvingskills,strongcommunication,andtheabilitytomanagehigh-pressurecustomerinteractionswithprofessionalismareessentialtosuccessinthisrole.

On top of your salary, here are the exciting benefits you can look forward to:

• HealthInsurance/HMO
• EnjoyunlimitedMadMaxCoffee
• Diverselearning&growthopportunities
• AccessibleCloudHRplatform(Sprout)
• Abovestandardleaves

The main responsibilities of a SENIOR APPLICATION SUPPORT ENGINEER include:

• InvestigateandresolvehighlycomplexcustomerissuesescalatedfromTier1andTier2Supportteams,includingtroubleshootingadvancedsupportcasessuchasFacebookAPIerrors,publishingfailureswithemergingrootcauses,andreportingdiscrepancies-allwhiledeliveringexceptionalcustomerservice.
• Directlyinteractwithcustomerstoisolateandunderstandissues;andcollaboratewithEngineering,Product,andDevOpsteamstoresolvecomplexincidentsanddriveproductimprovements.
• AnalyzedatafromSQLdatabasestosupportissueinvestigationsandidentifyrootcauses.
• DebugandtroubleshootissuesrelatedtoSOCiAPIs,integrations,andbackendservices.
• Proactivelyidentifypatternsinproductquality,systemicissues,orfeaturegaps,andprovideactionablerecommendationstoimprovecode,testcoverage,orprocessesinpartnershipwithProductteams.
• CoachandmentorjuniorCustomerSupportteammatesonadvancedtroubleshootingtechniquesanddeepproductbehaviorunderstanding.
• ReproduceanddocumentbugswithclarityforEngineeringhandoff,includinglogs,reproductionsteps,andseverityassessments.
• Maintaindetailedrecordsofinvestigationsandresolutionsinourcasemanagementtools(e.g.,Zendesk,Salesforce).
• Writetechnicalknowledgebasearticles,internaldocumentation,andrunbooksforTier1andTier2enablement.
• Participateintheon-callrotationforcriticalincidentsandweekendsupportcoverageasneeded.
• Contributetoteamprojects,toolingimprovements,andautomationinitiativesthatimprovethesupportexperienceandscalability.
• Bewillingtoadapttochangesinthejobdescriptionasdeemednecessarybythebusinessandacceptallotherdutiesasassigned

Toapply,youmustbeanexpertonthefollowingrequirements:

• 3-5yearsoftechnicalsupportexperience,ideallyinaSaaSenvironmentwithenterprise-levelcustomers.
• ProvenexperiencewritingandexecutingSQLqueriestoanalyze,troubleshoot,andvalidatedata.
• FamiliaritywithRESTfulAPIs:abletomakeAPIcalls(e.g.,viaPostman),analyzeresponses,anddebugintegrationissues.
• Strongtroubleshootingmethodologyandanalyticalthinkingskills.Youcanbreakdownvagueproblemsintoactionablenextsteps.
• Experiencedebuggingwebapplicationsorworkingwithfront-endandback-endtechnologiesisastrongplus.
• Comfortablereadingsystemlogs,browserdevtools,andAPItraffictoidentifyissues.
• Excellentcommunicationskills,especiallywhentranslatingtechnicaldetailsforanon-technicalaudience.
• Strongcollaborationskills-youworkwellacrossteamsandcanadvocateforbothcustomersandinternalstakeholders.
• Self-motivated,highlyorganized,andabletomanagecompetingprioritiesinafast-pacedenvironment.
• PriorexperiencewithsupporttoolslikeJira,Salesforce,Zendesk,andmonitoringtools(e.g.,Datadog,Sentry)ispreferred.
• Abilitytothriveinambiguityandtakeownershipofcomplexchallenges.
• Willingto work onsite for the 1st 6 months, then transition to hybrid work setup