Software Support Engineer

Open iT, Inc.; Lucena; On-site; PHP 334,800 - 558,000; Full time

Job summary

Open iT, Inc. is searching for a Software Support Engineer based in Lucena, Philippines. This role involves troubleshooting Open iT products and providing exceptional customer service. You will collaborate with customers, resolve issues efficiently, and document processes to enhance knowledge.

The ideal candidate has proven experience in Windows support and excellent problem-solving skills. Strong communication skills are a must to guide users in a non-technical manner. Candidates should be prepared to work the night shift if required.

Qualifications

• Proven experience in Windows application and support.
• Understanding of basic IT infrastructure and system operations.
• Experience in customer service is a plus.

Responsibilities

• Act as primary point of contact for customers by responding to queries.
• Troubleshoot and resolve technical issues related to product installation.
• Document technical issues and solutions for future reference.

Skills

Windows application support

Problem-solving

Communication skills

Tools

SQL Server

AD/LDAP

SCCM

AWS

Azure

Job description

The Software Support Engineer is a subject matter expert on all Open iT products. This role troubleshoots and discovers solutions individually or as a team to Open iT product installations and configurations to ensure outstanding customer experience. The ideal candidate combines technical expertise with practical problem‑solving skills and a proactive approach, as well as consistently making sound decisions in dynamic situations.

Key Duties and Responsibilities

• Act as primary point of contact for customers and clients by responding to queries through communication channels or ticketing systems.
• Troubleshoot and help resolve technical issues related to Open iT product installation and configuration in an efficient and timely manner.
• Educate users and guide them on basic technical fixes and best practices.
• Collaborate with internal teams to identify root causes of technical issues and implement sustainable solutions.
• Document the technical issues encountered, solutions, and best practices to help enhance customer and team knowledge.

Required Qualifications

• Proven experience in Windows application and Support. Unix application support is a plus.
• Understanding of Basic IT infrastructure and system operations.
• Experience in one or more of the following is a plus: SQL Server, AD/LDAP, SCCM, SAM metering solutions, Cloud (AWS/Azure)
• Experience in Customer Service is a plus.
• Strong problem‑solving skills with the ability to evaluate situations and apply effective and practical solutions.
• Communication skills – Ability to explain technical concepts to non‑technical users.

Preferred Qualifications

• Ability to work independently and collaboratively in a team setting.
• Can work the night shift.

If this opportunity is a potentially good match for you, then we look forward to reviewing your application. Click the “Apply for job” button, and we hope to meet you soon!