Software Support Engineer Cebu, Philippines

AMCS Group; Hinoba-an; Hybrid; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Healthcare coverage

25 days annual leave

Shuttle service

Free onsite meals & coffee

Wellbeing benefits

Job summary

AMCS Group is hiring for a Global Customer Support role in Cebu City. You will provide first-line support for incidents and requests, resolve questions from end users, and document case data in our CRM system. You will perform root-cause analysis and track progress while coordinating with teams to ensure timely resolution.

The role requires strong communication, SQL querying skills, and familiarity with Azure/SaaS environments. A hybrid work model and ongoing professional development are offered.

Qualifications

• Experience in a customer-facing role is essential.
• Excellent written and spoken communication, and the ability to ask questions to identify issues.
• Ability to tailor communication to different audiences (SuperUser, IT, C-Level).
• Strong understanding of the Microsoft Office suite.
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• Ability to manage multiple workstreams (calls and support portal cases) and meet daily responsibilities.
• Strong analytical skills and ability to query SQL databases for issue triage.
• Customer focus and commitment to quality service.

Responsibilities

• Provide first line support to customers for incidents/requests and ensure responses meet quality standards and KPIs.
• Address and resolve incoming application questions and incidents from end users.
• Document end user information and case data in our CRM database.
• Perform root-cause analysis on recurring system issues.
• Record, track, and document the problem-solving process.
• Test fixes and follow-ups to ensure complete resolution.
• Manage client issue calls and provide status updates across multiple issues.

Skills

Customer-facing

Communication skills

Microsoft Office

Azure / SaaS knowledge

SQL querying

Independent / team player

Multi-tasking

Analytical skills

Education

Bachelor's degree in IT/CS/Engineering

Tools

Microsoft Office Suite

Azure Portal

Grafana

CRM systems

Job description

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.

The Opportunity

Join our Global Customer Support Team and help customers succeed with the software that powers their operations.

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 informaion 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.
• You have excellent communication skills (written as well as spoke). You are not shy to keep asking questions to our customers 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 query SQL databases to analyze underlying data in support of issue triage and resolution.
• 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.
• Exposure to Grafana.
• 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.

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.