Technical Support Engineer

Jobs360; Philippines; Remote; PHP 357,000 - 714,000; Full time

Benefits offered by this job

HMO Coverage upon regularization

20 Leave credits available uponregular

Social Passion Clubs

Engaging Monthly Events

Bronze Referral Incentives

Statutory Benefits: OT and PremiumPays

Job summary

Shore360—a 100% Australian-owned BPO based in the Philippines—seeks a Technical Support Engineer to diagnose and troubleshoot SaaS applications, collaborate with developers, and respond to client inquiries via phone, email, or ticketing system. You will assist in testing, triaging, and resolving tickets within SLA, while continually updating knowledge bases and supporting product training.

The role requires 3+ years in IT operations and customer service, with experience in SaaS support and tools

Qualifications

• 3+ years in Technical IT Ops or System Admin role.
• 2+ years in Customer Service or service desk/call logging systems.
• Experience in SaaS-based application support.
• Experience with Microsoft Office operating systems.

Responsibilities

• Diagnose and troubleshoot software application issues.
• Collaborate with developers and other teams to resolve complex issues.
• Respond to inquiries via phone, email, or ticketing system with clear explanations.
• Assist in testing and deployment of hotfixes and new releases.
• Ensure tickets are triaged and responded to within SLA times (First Reply Time) and managed in JIRA.
• Escalate tickets with detailed handover to Scrum teams and communicate product knowledge to clients.
• Participate in product training and handover for new clients transitioning to BAU support.
• Update documentation and knowledge bases with workarounds and changes.

Skills

IT Operations

Customer Service

SaaS Support

MS Office

Education

Bachelor's or equivalent

Tools

Zendesk

Jira

Freshdesk

Genesys

Job description

About the job Technical Support Engineer

About Shore360:

Shore360 is a 100% Australian-owned BPO firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Roles and Responsibilities

• Diagnose and troubleshoot software application issues, including errors, bugs, and performance problems
• Collaborate with software developers and other relevant teams to investigate and resolve complex application issues

Respond to user inquiries via phone, email, or ticketing system and provide clear and concise explanations or instructions

• Respond to user inquiries via phone, email, or ticketing system and provide clear and concise explanations or instructions
• Assist in the testing and deployment of application hotfixes and new releases
• Ensure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time)
• Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time)
• Ensure that backlog tickets are updated promptly with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time)
• Ensure that the client is provided with any known workarounds immediately or within SLA timeframes
• Ensure that regular requests for follow-up are issued to tickets that are pending the client’s response daily
• When required, ensure testing is performed in test environments before the configuration is implemented into productionenvironments
• Required to learn application configuration and apply understanding of infrastructure or development constraints for diagnosis
• Required to participate in product training to learn updates and support all Janison Products or Clients
• Participate in handover training for new clients transitioning into BAU Support
• Ensure regular participation is met in development sprint demos to maintain current knowledge of functional, operational, and technical aspects of the Janison products
• Escalate tickets into JIRA with the appropriate level of detail – Jira Bug template, for acceptable handover and assign the appropriate Scrum team
• Effectively and accurately communicate relevant product knowledge to clients and Janison staff promptly
• Determine feature requests that have been raised as an Incident and establish if the client is willing to fund the new feature request.
• Gather all details and send them to the Support Manager, Account Manager, and/or Product Owner to engage the client when required
• Support testing SIT/UAT, report bugs and deficiencies identified in the product immediately
• Coordinate with the Support Team Lead on any site configuration changes to meet the client’s requirements to determine any costs or approval needed

Prepare Post Incident Reports with the Support Team Lead if required

• Perform deep-dive analysis on incidents tagged for review to reduce escalations to Level 3 teams
• Update client site configuration documentation with any changes that have been made within agreed timeframes and uploaded to the knowledge bank
• Create or update Knowledge Bank articles for identifying workarounds to be promoted to client-facing resources

Required Experience

At least 3 years' experience in a Technical IT Ops/System Admin role

At least 3 years of experience in a Customer Service role

Experience in SaaS-based application support

Experience in Microsoft Office Operating Systems

• Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, Freshdesk, Genesys

Minimum Qualifications

Tertiary qualifications or equivalent experience

• Good understanding of computer systems (hardware, software, and applications), mobile devices, and other tech products

Excellent problem-solving and logical aptitude

Analytical Mindset

Excellent written and verbal communication skills

Understanding of networks, databases, and other technology

Work experience in technical writing of software documentation

HMO Coverage upon regularization

20 Leave credits available upon regularization

• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• Bronze Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

Work Set Up:

Work-From-Home

• Work Schedule: Monday to Friday, 7:00 am to 4:00 pm (Rotational Schedule)