Software Support Engineer (MS SQL) – Night Shift Cebu, Philippines

AMCS Group; Cebu City; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Day 1 health insurance for dependents

Hybrid work setup

Shuttle service

Free on‑site food and coffee

Allowances

25 leave credits

Continuous learning and development

Job summary

AMCS Group’s Global Customer Support Team is seeking a Software Support Engineer to own first‑line support for our SaaS products, resolve incidents with confidence, and guide users through complex situations with clarity.

Based in Cebu City, you will document cases in our CRM, perform root‑cause analysis, manage multiple workstreams, and collaborate with product, IT, and operations teams to ensure timely, high‑quality resolutions while continually expanding your technical and customer facing

Qualifications

• Experience in a customer facing role with strong communication.
• Ability to work independently and in a team.
• Excellent written and spoken communication skills.
• Ability to ask smart questions to diagnose issues.
• Strong understanding of cloud/SaaS concepts and Office tools.
• Ability to manage multiple workstreams in a fast-paced environment.
• Analytical mindset with data-driven problem solving.

Responsibilities

• Provide first line support for incidents and requests for AMCS customers.
• Document all case information in the CRM and track progress.
• Perform root-cause analysis on recurring issues.
• Test fixes and follow up to ensure resolution.
• Coordinate with product and engineering teams to ensure timely updates.
• Communicate status clearly to customers and internal stakeholders.

Skills

Customer service

Communication

Problem solving

SQL basics

Cloud computing (Azure)

SaaS support

Multitasking

Education

Bachelor's degree in IT/CS/CE

Azure Fundamentals certification

ITIL v3/v4 Foundations

Tools

Azure Portal

Grafana

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

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

What You’ll Get

• Day 1 health insurance for up to three dependents
• Hybrid work setup
• Shuttle service
• Free on‑site food and coffee
• Allowances
• 25 leave credits
• Access to continuous learning and development