Software Support Engineer (MS SQL) Night Shift

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 350,000 - 650,000; Full time

Benefits offered by this job

Health insurance for you and dependots

Hybrid work setup

Shuttle service

On-site food and coffee

Allowances

25 days of leave

Learning platform access

Job summary

AMCS is seeking a Software Support Engineer to own first-line support for our cloud-based SaaS platform and guide users through complex scenarios.

You will resolve incidents, perform root-cause analysis, document processes, and coordinate with clients while maintaining high-quality service standards.

Qualifications

• Experience in a customer-facing role is essential.
• Ability to work independently or in a team.
• Strong communication skills, both written and spoken.
• Ability to tailor communication to audiences (SuperUser, IT, C‑level).
• Solid understanding of Microsoft Office; familiarity with SaaS support.

Responsibilities

• Provide first line support for AMCS customers and meet quality standards.
• Address and resolve incoming application questions and incidents.
• Document user information and cases in the CRM system.
• Perform root-cause analysis on recurring issues.
• Record, track, and document the problem-solving process.
• Test fixes and follow up to ensure resolution.
• Manage client issue calls and provide status updates across issues.

Skills

Customer-facing skills

Excellent communication

Questioning effectively

Audience-aware communication

Microsoft Office proficiency

Cloud/SaaS support familiarity

SQL data analysis

Multi-tasking in fast-paced settings

Education

Bachelor's degree in IT/CS/Eng or equivalent

Tools

SQL databases

Azure portal & Application Insights

Grafana (nice to have)

Job description

Join our Global Customer Support Team and help customers succeed with the software that powers their operations. As a Software Support Engineer, you will own first‑line support for our products, solve issues with confidence, and guide users through complex situations with clarity. If you love problem‑solving, ask smart questions, and stay calm under pressure, you'll thrive here.

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 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.

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.