Senior SaaS App Support Engineer | Root-Cause & API

KMC Solutions; Makati; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions is seeking a Senior Application Support Engineer in the Philippines to isolate and resolve highly complex customer issues, including API integrations and backend services. The role involves partnering with Engineering, Product, and DevOps to drive product improvements and reduce escalations.

The candidate will analyze SQL data, debug SaaS applications, mentor junior teammates, and contribute to knowledge base creation, on-call duties, and automation efforts in a fast-paced

Qualifications

• 3–5 years of technical support experience in a SaaS environment.
• Proven experience writing and executing SQL queries to analyze data.
• Familiarity with RESTful APIs; make API calls, analyze responses, and debug integration issues.
• Strong troubleshooting methodology and analytical thinking.
• Excellent communication skills, especially for non-technical audiences.
• Experience debugging web applications and both frontend and backend tech is a plus.
• Experience with Jira, Salesforce, Zendesk, and monitoring tools like Datadog and Sentry.
• Ability to thrive in ambiguity and take ownership of complex challenges.

Responsibilities

• Investigate and resolve highly complex customer issues escalated from Tier 1 and 2 Support.
• Interact with customers to isolate issues; collaborate with Engineering, Product, and DevOps.
• Analyze data from SQL databases to support investigations.
• Debug issues related to SOCi APIs, integrations, and backend services.
• Identify patterns and provide actionable recommendations to improve code, tests, or processes.
• Coach and mentor junior support teammates on advanced troubleshooting.
• Reproduce and document bugs with clarity for Engineering handoff.
• Maintain detailed records of investigations and resolutions in Zendesk and Salesforce.
• Write knowledge base articles and runbooks for Tier 1/2 enablement.
• Participate in on-call rotation and weekend support as needed.
• Contribute to tooling improvements and automation initiatives.

Skills

SQL queries

REST APIs

Troubleshooting

Communication

Collaboration

Prioritization

Tools

Jira

Salesforce

Zendesk

Datadog

Sentry

Postman

Job description

KMC Solutions is seeking a Senior Application Support Engineer in the Philippines to isolate and resolve highly complex customer issues, including API integrations and backend services. The role involves partnering with Engineering, Product, and DevOps to drive product improvements and reduce escalations.

The candidate will analyze SQL data, debug SaaS applications, mentor junior teammates, and contribute to knowledge base creation, on-call duties, and automation efforts in a fast-paced