Software Support Engineer

AMCS Group; Cebu City; On-site; PHP 320,000 - 460,000; Full time

Benefits offered by this job

Hybrid work model

Day 1 healthcare coverage

25 annual leave days

Shuttle service

Job summary

AMCS is hiring a Software Support Engineer to join the Global Customer Support Team. You will provide technical application support, resolve software questions and incidents, and work with stakeholders across the organization.

Responsibilities include case management, collecting information from customers, data analysis, and using SQL and AI tools to drive root-cause analysis. You will collaborate with Product, Development and Implementation teams to address customer needs.

Qualifications

• Degree in IT/CS or related field, or equivalent experience.
• Excellent written and spoken English, clear communication with customers and stakeholders.
• Strong analytical and problem-solving skills.
• Experience querying data with SQL.
• Proficient with Microsoft Office (Word, Excel).
• Ability to manage multiple cases in a global team.
• Understanding of enterprise software processes.

Responsibilities

• Manage assigned cases per service standards, targets, and procedures.
• Engage with customers to gather information for questions/incidents.
• Analyze business processes to identify data issues and workflow problems.
• Use SQL, monitoring tools, and approved AI tools to investigate issues and root cause.
• Maintain clear case records with history, steps, conclusions, and resolution.
• Explain conclusions to customers and internal Product/Development teams.
• Collaborate with Product/Development/Implementation to relay requirements.
• Validate resolved issues to ensure the problem is fully addressed.

Skills

Excellent English communication

Analytical thinking

Data analysis

SQL proficiency

Independent & cross-functional work

Customer-focused

Education

Bachelor's degree or equivalent

Tools

SQL Server

Azure

CRM systems (Salesforce)

Job description

At AMCS, sustainability means business - and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.

What We Build

We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.

Why Join AMCS

Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what's possible and work on technology that makes a measurable difference - for our customers, our communities and the planet

The Opportunity

Join us as a Software Support Engineer and be part of the Global Customer Support Team, providing technical application support for our customers and helping to resolve software-related questions and incidents.

This role requires a strong customer-service mindset and the ability to accurately assess, assign, and monitor support requests. We are looking for a conscientious and analytical professional who can work independently, communicate confidently with stakeholders, and use data and modern tools, including AI, to investigate issues and identify effective solutions.

This opportunity would suit a professional looking to develop their technical investigation, data analysis, and customer support skills within a global software environment.

What You'll Do

Manage assigned cases in line with established service standards, response targets, and case-handling procedures.

Engage directly with customers to gather the information needed to understand application questions and incidents.

Analyse relevant business processes to identify data issues, workflow problems, and differences between customer processes and expected software behaviour.

Use SQL, application-monitoring tools, and approved AI tools to investigate issues and support root-cause analysis.

Maintain clear and accurate case records covering the issue history, investigative steps, conclusions, and resolution.

Explain business and technical conclusions clearly to customers and internal Product and Development teams.

Collaborate with Product, Development, and Implementation teams to communicate customer requirements and recommend improvements.

Validate resolved issues when necessary to confirm that the reported problem has been fully addressed.

What You Bring

A degree in Business Information Systems, Computer Science, Business Analytics, Information Technology, or a related discipline, or equivalent relevant experience.

Excellent written and spoken English, with the ability to communicate clearly and professionally with customers and business stakeholders and explain technical findings in an accessible, non-technical way.

Strong analytical and critical-thinking skills, with the ability to break down complex problems and investigate them methodically.

Confidence working with data to identify patterns, question anomalies, and draw informed conclusions.

Practical experience using SQL to query and investigate data in relational databases

Proficiency in Microsoft Office applications, particularly Word and Excel.

Ability to manage and prioritise multiple cases and competing demands.

Ability to work effectively both independently and as part of a globally distributed, cross-functional team.

A solid understanding of how business processes operate within enterprise software environments.

Nice to Have

Experience working in a customer support, technical support, or other customer-facing service environment.

Exposure to ERP or SaaS products and an understanding of how business data flows through integrated systems.

Experience using Salesforce or a similar CRM or case-management platform.

Experience with Microsoft SQL Server or a similar relational database management system.

Experience with process mapping, business workflow documentation, or requirements gathering.

Familiarity with AI tools, such as Copilot or Claude, for analytical or investigative tasks.

Basic knowledge of C# or another programming language for data analysis, together with a basic understanding of software development and delivery practices, such as Agile methodologies and sprint-based working.

Familiarity with Microsoft Azure and Application Insights.

ITIL v3 or v4 Foundations certification.

What We Offer

Hybrid working model that supports flexibility and collaboration.

Day 1 healthcare coverage for you and up to three dependents.

25 annual leave days.

Transportation support through our shuttle service.

Free onsite meals and coffee.

Allowances and employee benefits designed to support your wellbeing.

Continuous learning and professional development opportunities.

Global collaboration and exposure across teams and regions.

The opportunity to work on technology that helps create a more sustainable future.