Remote SaaS Support Engineer

Shore360, Inc.

United States

Remote

USD 11,000 - 16,000

Full time

3 days ago

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Job summary

Shore360 is urgently seeking an experienced IT Ops/Systems Administrator to support SaaS-based applications from a remote location in the Philippines. The role requires strong customer service skills and experience with service desks such as Zendesk, Jira, Freshdesk, or Genesys.

You will diagnose issues, coordinate with developers, and ensure timely responses per SLA. Join a 100% Australian-owned BPO, focused on international clients, with structured training and ongoing product updates across

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
Excellent written and verbal communication skills
Understanding of networks, databases, and other technology
Work experience in technical writing of software documentation

Responsibilities

Diagnose and troubleshoot software application issues.
Collaborate with software developers to investigate and resolve complex application issues.
Respond to user inquiries via phone, email, or ticketing system with clear explanations.
Assist in testing and deployment of application hotfixes and new releases.
Triaged new tickets and responded to within SLA timeframes (First Reply Time).
Escalate backlog tickets to JIRA with details for proper handoff.
Communicate relevant product knowledge to clients and staff promptly.