Software Support Engineer

AMCS Group; Philippines; Hybrid; PHP 350,000 - 700,000; Full time

Benefits offered by this job

Health insurance

Hybrid work setup

Shuttle service

On-site meals and coffee

Allowances

25 days leave

Learning platform access

Job summary

AMCS Group in the Philippines is seeking a Customer Support Analyst to deliver first-line assistance for our cloud-based software solutions. You will triage incidents, document details in the CRM, and collaborate with global teams to ensure timely resolutions.

This role rewards independence and teamwork in a fast-paced environment, with opportunities to grow in Azure and SQL-related support, cross-functional coordination, and ongoing learning through our platform.

Qualifications

• Experience in a customer-facing role and incident triage.
• Ability to document issues clearly in CRM and coordinate with teams.
• Familiarity with SQL queries and data analysis for issue triage.

Responsibilities

• Provide first-line support for AMCS customers and ensure quality standards.
• Document end-user information and case details in the CRM.
• Perform root-cause analysis on recurring issues and track resolution.
• Test fixes and follow up to ensure complete issue resolution.
• Manage multiple client issue calls and provide status updates.

Skills

Customer facing

Independent & team

Communication skills

SQL

Azure

Networking basics

Analytical skills

Multi-tasking

Education

Bachelor's degree in Information Technology / CS

Tools

Azure Portal

Application Insights

Crystal Reports

ITIL Foundations

Job description

Join our team and be part of the Global Customer Support Team. The focus of this role is providing the first line of support regarding for our software solutions we provide to our customers. This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment.

Who We Are

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

What You'll Do

• Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI's.
• Address and resolve incoming application questions and incidents from end users
• Document all pertinent end user identification information and relevant support case information in our CRM database
• Ability to perform root-cause analysis on recurring system issues
• Record, track, and document the problem-solving process
• Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
• Manage client issue calls, providing status across a portfolio of issues

What You Bring

• Experience in a customer facing role is essential.
• You can operate independently as well as in a team.
• Relentless follow up skills.
• You have excellent communication skills (written as well as spoke). You are not shy to keep asking our customers questions to get to the bottom an issue.
• Ability to vary communication based on the target audience (ex: SuperUser, IT, C-Level).
• Strong understanding of the Microsoft Office Suite
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• You must have the ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled
• Ability to manage competing priorities working in a fast-paced environment.
• You have excellent analytical skills.
• Ability to quickly learn new software applications.
• Advanced SQL knowledge; ability to query SQL databases to analyze underlying data in support of issue triage and resolution.
• Working knowledge of basic networking concepts, including remote access and connectivity.
• Ability to drive issue to resolution across a matrixed organization.
• You are customer focused.

Nice to Have

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
• Experience in the Microsoft Azure portal, including Application Insights
• Some knowledge of C++, HTML, and Crystal Reports.
• TCP/IP Networking knowledge and troubleshooting.
• Generic knowledge or experience about/with ERP software.
• Experience with Waste & Recycling processes or industry.
• Azure Fundamentals certification
• ITIL v3 or v4 Foundations certification
• Experience operating under an agile release delivery methodology.

Join our mission for a sustainable future and enjoy these benefits:

• Health insurance for you and up to three dependents from Day 1
• Hybrid work setup
• Convenient shuttle service
• Complimentary on-site food and coffee
• Allowances
• 25 days of leave
• Access to a learning platform for skill training with progress tracking

Ready to Make an Impact

At AMCS, your work helps businesses operate more efficiently while contributing to a more sustainable future. If you are passionate about technology, innovation, and creating solutions that matter, we would love to hear from you.