Senior Application Support Engineer: Root-Cause & Impact

Hammerjack Pty Ltd

Philippines

On-site

PHP 600,000 - 800,000

Full time

5 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Health Insurance/HMO

Unlimited MadMax Coffee

Diverse learning & growth opps

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

Hammerjack Pty Ltd is seeking a Senior Application Support Engineer who excels at isolating and resolving complex customer issues within a SaaS environment. You will work with Engineering, Product, and DevOps to drive root causes, improvements, and scalable solutions.

In this role you will analyze SQL data, debug RESTful APIs, mentor junior teammates, and contribute to knowledge bases and runbooks. A proactive communicator thrives in a fast-paced setting and supports on-call coverage as needed.

Qualifications

3–5 years of technical support experience, ideally in a SaaS environment with enterprise-level customers.
Proven experience writing and executing SQL queries to analyze data.
Familiarity with RESTful APIs and ability to debug integrations.
Strong troubleshooting and analytical thinking.
Excellent communication and collaboration skills.
Experience with Jira, Salesforce, Zendesk or monitoring tools is preferred.

Responsibilities

Investigate and resolve highly complex customer issues escalated from Tier 1/2.
Interact with customers and collaborate with Engineering, Product, DevOps to resolve incidents.
Analyze data from SQL databases to support investigations.
Debug and troubleshoot SOCi APIs, integrations, and backend services.
Identify patterns and propose improvements with Product teams.