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

AMCS Group; Hinoba-an; Hybrid; PHP 420,000 - 620,000; 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

Job summary

AMCS Group is seeking a Software Support Engineer to own first-line support for our cloud-based SaaS solutions. You will diagnose incidents, guide users through complex scenarios, and document cases in our CRM while ensuring adherence to quality standards.

The role requires strong communication, analytical thinking, and the ability to handle multiple workstreams in a fast-paced environment. Hybrid work setup with benefits including health insurance for you and dependents, shuttle service, daily

Qualifications

• Experience in a customer-facing role.
• Strong communication skills, both written and spoken.
• Familiar with Microsoft Office suite and basic data analysis.
• Understanding of Cloud Computing (Azure) or SaaS support.
• Ability to manage multiple workstreams and prioritize tasks.
• Good analytical and problem-solving abilities.
• Ability to query SQL databases to analyze data for issue triage.
• Customer-focused mindset and approach.

Responsibilities

• Provide first-line support for incidents/requests for AMCS customers.
• Document all user information and case details in CRM.
• Perform root-cause analysis on recurring issues.
• Test fixes and follow up to ensure resolution.
• Manage client issue calls and provide status updates across multiple issues.

Skills

Customer facing

Communication skills

MS Office Suite

Azure / SaaS support

Multi-tasking

Analytical skills

SQL querying

Customer focus

Education

Bachelor's degree or equivalent

Tools

Microsoft Azure portal

Grafana

ERP software

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.