Software Support Engineer (MS SQL) – Night Shift

AMCS Group

Philippines

Hybrid

PHP 45,000 - 65,000

Full time

4 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Health insurance for dependents

Hybrid work setup

Free on-site food and coffee

Leave credits (25)

Learning and development access

Job summary

AMCS Group is seeking a Software Support Engineer (MS SQL) for night shift in Cebu, Philippines. You will provide first-line support to our SaaS customers, resolve incidents, and guide users through complex situations with clear communication.

Join a global customer support team; you’ll own incidents, perform root-cause analysis, document cases, and ensure quality through CRM tracking and follow-ups. A strong SQL and Azure understanding helps you triage effectively.

Qualifications

Experience in a customer facing role is essential.
Ability to operate independently as well as in a team.
Excellent communication skills (written and spoken).
Ability to tailor communication for 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).
Ability to manage competing priorities in a fast-paced environment.
Excellent analytical skills.
Ability to query SQL databases to analyze data for issue triage and resolution.
Customer focused approach.

Responsibilities

Provide first line support to customers and ensure calls meet quality standards.
Address and resolve incoming questions and incidents from end users.
Document all relevant end user information and case details in CRM.
Perform root-cause analysis on recurring system issues.
Record, track and document the troubleshooting process.
Test fixes and follow up post-resolution to ensure complete resolution.
Manage client issue calls and provide status updates across multiple issues.

Skills

Customer facing experience

Independent and team work

Communication skills

Adaptive communication

MS Office

Azure / Cloud SaaS

Multitasking

Analytical skills

SQL queries

Customer focus

Education

Bachelor's degree in Information Technology, Computer Science, Computer Engineering or equivalent experience

Tools

Grafana

Job description

Software Support Engineer (MS SQL) - Night Shift

Cebu , Philippines Full Time

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

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly‑skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do

Our innovative SaaS solutions increase efficiency and boost sustainability in resource‑intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and 'start-up' mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

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.
ITIL v3 or v4 Foundations certification
Experience operating under an agile release delivery methodology.

What You’ll Get