Software Support Engineer NA (SQL) – Night Shift

Quentic; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Day 1 healthcare coverage for you and

25 annual leave days

Transportation shuttle service

Free onsite meals and coffee

Wellbeing benefits and employee perks

Continuous learning and professional发展

Global collaboration across teams

Opportunity to contribute to a more aS

Job summary

AMCS Group in Cebu, Philippines, is seeking a Software Support Engineer (SQL) for night shift to join our Global Customer Support Team. You will be the first point of contact for customers, resolving incidents, answering questions, and maximizing value from our SaaS solutions.

You will combine technical troubleshooting, SQL data analysis, and strong communication to deliver an exceptional customer experience in a fast-paced cloud environment.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent.
• Experience in a customer-facing role is essential.
• Ability to query SQL databases to analyze underlying data for issue triage and resolution.
• Strong communication skills, written and spoken.
• Ability to manage multiple workstreams in a fast-paced SaaS environment.
• Familiarity with Microsoft Office Suite and basic cloud concepts (Azure).
• ITIL Foundations certification is a plus.

Responsibilities

• Provide first line support to customers for incidents and requests.
• Resolve incoming application questions and incidents from end users.
• Document end user information and support case details in CRM.
• Perform root-cause analysis on recurring system issues.
• Record, track, and document the problem-solving process.
• Test fixes and follow up to ensure adequate resolution.
• Manage client issue calls and provide status across a portfolio.

Skills

Customer facing

Communication skills

Analytical skills

Multi-tasking

Independent / team player

Problem solving

Education

Bachelor’s degree in IT / CS / CE or equivalent

ITIL v3/v4 Foundations certification

Tools

SQL databases

Microsoft Office Suite

Azure (Microsoft Azure)

Grafana

Job description

Software Support Engineer NA (SQL) – Night Shift

Cebu , Philippines Full Time

WhoWe 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.

As a Software Support Engineer, you will be the first point of contact for customers, helping them resolve issues, answer questions, and get the most value from our solutions. You will combine technical troubleshooting, analytical thinking, and strong communication skills to deliver an exceptional customer experience.

This role is ideal for someone who enjoys solving problems, investigating technical issues, and working directly with customers in a fast-paced SaaS environment. You’re naturally curious, ask thoughtful questions, and stay focused under pressure. Most importantly, you take pride in helping customers succeed.

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 information 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 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.