Technical Support Engineer - Java/SQL & Apps

The Methodical Group

Philippines

On-site

PHP 300,000 - 540,000

Full time

6 days ago

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Job summary

The Methodical Group is seeking a Technical Support Specialist to join our IT and Business Services division. You will troubleshoot software issues, analyze backend processes, and implement customer-specific configuration changes while maintaining a strong focus on the end-user experience.

You will handle multi-channel support (phone, chat, web, email), work with Java, SQL, and various application environments, and collaborate with development and technical teams to resolve issues efficiently.

Qualifications

4+ years of experience in technical support, application support, software development, module development, or a similar technical role required.
Strong technical troubleshooting skills with the ability to analyze and resolve complex application issues.
Experience working with SQL databases and writing queries required.
Ability to understand application logic, backend processes, and how technical changes affect frontend user functionality.
Experience troubleshooting or supporting Java-based applications preferred.
Experience with service management systems (e.g., HubSpot, Zendesk, Salesforce Service Cloud, ServiceNow) preferred.
Strong written and verbal communication skills required, with the ability to communicate effectively with customers in English.

Responsibilities

Provide technical support to customers through phone, chat, web, and email.
Troubleshoot and resolve customer issues related to software functionality, enhancements, break/fix requests, and system upgrades.
Investigate reported issues by analyzing application behavior, reproducing problems, reviewing logs, and identifying appropriate solutions.
Apply a development or module development mindset when troubleshooting application issues, with the ability to understand application logic, workflows, and how technical changes affect end users.
Leverage previous software development, application development, or module development experience to diagnose issues that go beyond traditional technical support.
Support backend processes and database-related activities that impact frontend user functionality.
Utilize SQL to troubleshoot issues, review data, validate application behavior, and support customer requests.
Assist with customer-specific application updates, including configuration changes, reports, forms, dropdown values, modules, and other system modifications.
Support and troubleshoot application modules, including investigating existing functionality and identifying areas that may require configuration, modification, or development support.
Troubleshoot Java-based applications and collaborate with technical teams when additional investigation or development support is required.
Review and understand existing application code, scripts, modules, or technical configurations when necessary to identify the root cause of issues.
Support customer requests related to application improvements, enhancements, integrations, and upgrades.
Work with development and technical teams to communicate defects, enhancement requirements, and technical findings.
Document troubleshooting steps, resolutions, application changes, and technical findings within support systems.
Prioritize and manage support cases based on customer impact and urgency.
Communicate directly with customers to gather information, provide updates, and explain technical solutions clearly.
Contribute to internal documentation and knowledge-sharing efforts.