2,578 Software Support jobs in the Philippines

DUTIES AND RESPONSIBILITIES:

SOFTWARE ADMINISTRATION AND MAINTENANCE

1. Ensure software licenses are sufficient, optimized and efficiently distributed. Maintain inventory and recommend adjustment when necessary.
2. Review impact of software upgrades, patches and fixes.  Conduct testing prior to deployment. Discuss with IT Manager any major concerns foreseen. Oversee installation to target computer equipment or devices.
3. Prepare and submit software migration plan to IT Manager specifying requirements, timeline, and impact to operation.
4. Handle external coordination of software-related issues with vendor or local product support.  Secure resolution is within the agreed time frame or SLA-based.
5. Ensure all software product documentations (certification, proof of ownership, manuals) are kept properly for any future audit-related requirement.
6. Prepare and maintain documentation of customized applications/software tools which also include customized reports and electronic files embedded with macro programming (e.g. Excel).
7. Maintain customized programs, software tools, and reports designed and developed via outsourced means. Ensure that source codes are secured, modifications are documented and versions updated.
8. Maintain login credentials of business and other critical applications. Ensure accurate active users count and up-to-date security access. Conduct access reviews every 3 months with key users or department heads and implement modification upon request. All changes must be documented and approved.
9. Administer local email server (Zimbra) and maintain its stability, reliability, and security against any potential threat internal or external. Recommend solutions to sustain sufficient protection.
10. Administer SQL server and its hosted databases. Regularly monitor system's health to retain optimal performance and dependability. Conduct testing and maintenance procedures regularly.
11. Oversee accurate and timely uploading of employees' attendance logs.  Coordinate with the IT team on any technical concern for immediate resolution
12. Configure auto-generated reports for execution on requested schedule. Conduct testing prior to implementation. Monitor results and modifies related parameters if necessary.

TECHNICAL SUPPORT

1. Attend to all software-related user incidents and requests. Coordinate with external partners (vendor/local service provider) when escalation is needed. Prepare documentation, monitor progress and update concerned user regularly for the status.  Provide IT Manager details of critical and long pending and unresolved issues.
2. Review and assess user requests then come up with resolution requirements (time, cost, other resources). Discuss with IT Manager those that could potentially be converted into a major project.
3. Provide users with tips or quick guides on the use of Office 365 applications to enhance their knowledge and productivity. Conduct user training when possible.
4. Design and develop computer programs in any applicable and available platforms (Visual Studio, Crystal Reports, VB Script, HTML, etc.) on request.  Maintain documentation for future reference.
5. Contribute to the team's continuous improvement. Recommend action, procedure or approach that can maintain the department's organizational health and its ability to respond and meet company goals.
6. Perform all other related duties that may be assigned from time to time.

QUALIFICATIONS:

• College Graduate of any Computer-related, Accounting or Engineering courses
• Prior experience in programming and techical support.
• Programming background adept to Visual Studio, Microsoft SQL and Crystal Report
• Microsoft Office Proficiency
• Web Development Background

• English language proficiency

• Willing to work in Ortigas, Pasig City

• Willing to start immediately

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

Essential Functions

• Interacts with customers via telephone, chat and/or e-mail to provide software support regarding our products and services
• Manage case load by prioritizing based on multiple factors and communicate with development team; follow the escalation process when needed
• Maintain departmental metrics such as first response rate, non-dev case closure times, CSAT etc.
• Provide education/basic training to clients on software modules
• Responsible for answering and resolving incoming support requests in support ticketing system; document communication clearly and concisely
• Provide detailed reports to our development team to assist in the resolution for any bugs in the software
• Projects as needed: Import and configure client data within software

Competencies

• Excellent writing skills and attention to detail
• Excellent verbal and coaching skills
• Proficiency with Microsoft Office
• Ability to work independently and consistently meet deadlines
• Ability to handle multiple tasks with capability of prioritizing
• Must thrive in a fast-paced environment

Requirements

• Experience with Salesforce Support or similar software preferred
• Knowledge of Jira or other ticketing systems preferred
• Risk/Compliance Management experience preferred

Required Education and Experience

• At least 3 years' experience working in a client facing role and At least 1-2 years of support experience with a software company, preferably SAAS or FinTech

Work Location

• Home-based
• Should have strong internet connection (minimum of 20 mbps)
• Should have own Laptop/PC (minimum of i5 8GB RAM)

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

Additional information

• HMO with 1 free dependent from Day 1
• Full-time employment with competitive pay and benefits

Join Etrading Software – Build the Future of Fintech with Us

At Etrading Software, we empower global markets with trusted, high-quality data services, fostering fairness and transparency for all. We are a team driven by trust, innovation, and collaboration, working on cutting-edge financial technology solutions that shape the future.

About the Opportunity

We are looking for a Software Support Engineer with Unix and web application experience to support trading applications used internationally. The Software Support Engineer will determine and research through on client issues such as product functionality and develop and respond with timely solutions.

The successful candidate is an individual with good strategic, analytics, organizational, and interpersonal qualities. The ideal candidate is both technically savvy and able to collaborate well with the team, who gravitates towards issue ownership and accountability.

About the Role

• Providing software application for Java/web applications in an AWS infrastructure
• Possessing specialist knowledge of operating systems, devices, applications, and software
• Consulting with the software development team, internal users, and clients to improve application performance
• Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
• Establishing the root causes of application errors, and escalating serious concerns to the Architecture and Development teams
• Performing analyses on software application functionality and suggesting improvements
• Communication with other vendors maintaining infrastructure
• Configuration and maintenance of application services
• Developing a run book of operational processes, striving to automate where possible
• Improve monitoring of the platform and ownership of these tools/dashboards
• Troubleshooting tickets from the customers
• Handling incidents affecting application services
• Continuously improving the team, tools and processes

About You

• 5+ years of being 2nd line and 3rd line client facing application support
• Knowledgeable in various UNIX commands and functions
• Experience supporting a highly automated and dynamic cloud-environment (AWS preferred)
• Proven experience with cloud-based technologies and solutions including but not limited to: Linux/Unix, AWS, GCP or Azure
• Strong Linux/Unix Administration experience
• Good knowledge of databases, understand schemas, database structures and ability to write and debug SQL queries
• Experience with one or more of the following systems: Tomcat, Nginx, Zookeeper, Sorlcloud, Kafka
• Experience of dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing
• Experience creating client-facing documentation: i.e. workshops, manual, guides, etc.
• Excellent communication skills
• Experience working with ticketing system (e.g., Jira / Jira Servicedesk)
• Ability to accurately create and follow documented procedures
• Ability and willingness to work extra hours during crisis
• Willing to work on 24x7 shifting schedule

Advantages (Nice-to-haves)

• Experience with one or more of the following systems: Tomcat, Nginx, Zookeeper, Sorlcloud, Kafka
• Experience with MongoDB desired but not required
• Experience with scripting languages beneficial but not required
• Experience with FIX (Financial Information eXchange) Applications desired but not required

Why Join Us?

Happiness & Well-Being – Say goodbye to Sunday dread We prioritize work-life balance, ensuring a workplace where trust and respect thrive. With a hybrid setup (only 2x onsite per month), you have the flexibility to do your best work from where you thrive.

Transparency & Trust – Open communication is at the heart of what we do. We foster a culture of clarity, accountability, and integrity, ensuring you always have a voice.

Excellence & Growth – We are committed to continuous learning and innovation. With training, certifications, and career development opportunities, we support your professional growth every step of the way.

Diversity & Inclusion – We embrace diverse perspectives, creating an empowering and inclusive workplace where everyone can contribute meaningfully.

Collaboration & Impact – Work alongside industry leaders, developing high-frequency, low-latency trading applications that drive fairness and transparency in financial markets worldwide.

At Etrading Software, we don't just build technology—we build trust, innovation, and strong partnerships. If you're looking for a career that values your growth, well-being, and impact, we'd love to have you on board

By applying to this job, you are permitting our organization to use your personal data solely for recruitment purposes. This data may be shared with third-party services to streamline the processing of your application and with our parent company, ETS London, for recruitment assessment and interview purposes.

We are committed to protecting and respecting your privacy. For more information on how we collect, use, store, and protect your personal data, please read our Privacy Notice or request a copy from our Data Protection Officer (DPO) at

Job Type: Full-time

Benefits:

• Company events
• Life insurance
• On-site parking
• Opportunities for promotion
• Pay raise
• Work from home

Application Question(s):

• Notice Period:
• Expected monthly salary:

Experience:

• UNIX: 2 years (Required)
• AWS: 1 year (Preferred)

Work Location: In person

Who we are

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Software Support Engineer

The Software Support Engineer will be part of the Global Customer Support Team. The focus of this role is providing the first line of support regarding for our software solutions we provide to our customers.

This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment.

What are your tasks as a Software Support Engineer?

• 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 are your skills?

• 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.

What isn't a must but is a big plus?

• 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 that covers up to three dependents, available on Day 1
• Hybrid work arrangement
• Shuttle service for convenient transportation
• Complimentary on-site food and coffee
• Allowances
• 25 days leave credits
• Learning platform access offering on-the-job training in essential skills, with centralized progress tracking.

The Company

Cubic³ provides advanced software-defined vehicle solutions to over 200 countries around the world. Our powerfully smart connectivity enables leading automotive, agriculture, and transportation OEMs to deliver innovative new services and fully compliant in-vehicle experiences that customers desire, regardless of local market requirements.

We believe in leadership that supports empowerment and responsibility, while recognising and developing leadership qualities across Our Team. Together we bring out the best in each other. So, whether you're interested in joining us as an individual contributor, manager, senior leader - or someone who aspires to growing into a leadership role - we look for people who are results focused, empathetic, visionary, empowering, and who 'champion' our cultures and values.

The Role

We are seeking an experienced Senior Software Support Engineer to help maintain and improve the reliability of Cubic's software platform, ensuring our IoT and automotive solutions remain stable and performant. In this role, you will be the critical link between our development teams and customers, helping to diagnose and resolve software-related issues. You will investigate and troubleshoot escalated problems, guide and support other engineers, and contribute to the overall improvement of our platform.

This role requires a hands-on approach, where you'll be actively involved in debugging and problem-solving, as well as mentoring other engineers. Your focus will be on ensuring the software platform runs smoothly, troubleshooting incidents in real-time, and driving long-term improvements through proactive issue identification and resolution. You will also have opportunities to influence future product enhancements based on the issues you encounter and resolve.

Responsibilities

• Own and drive resolution of complex software issues. You will take responsibility for identifying and troubleshooting software problems, collaborating with developers to resolve bugs and performance issues, especially those escalated by the App Support team
• Using tools like New Relic and DataDog, you will monitor system performance, react to alerts, and ensure issues are addressed swiftly to maintain uptime and system reliability
• Perform deep analysis of recurring or critical incidents, identifying root causes, and working with development and product teams to implement long-term solutions and avoid future issues
• During critical software incidents, you will coordinate with the development, App Support, and DevOps teams to quickly identify and resolve issues, minimising customer impact
• Actively participate in debugging and resolving issues across Cubic's platforms, leveraging your technical skills in full-stack development, SQL, and cloud infrastructures (Azure)
• Collaborate with cross-functional teams to drive continuous improvement initiatives. Identify inefficiencies, refine support processes, and contribute to a culture of continuous improvement. Provide insights into software weaknesses that could be improved in future development cycles
• Share your expertise with other engineers, helping them develop troubleshooting and debugging skills through hands-on guidance
• Contribute to the development of monitoring and alerting systems by helping to refine and enhance performance monitoring strategies to detect anomalies earlier and prevent incidents before they escalate
• Ensure that all customer interactions, issue resolutions, and troubleshooting efforts are accurately documented in tools like JIRA. Maintain up-to-date knowledge base articles, technical documentation, and best practices for future reference
• Work closely with product owners, developers, DevOps, and App Support to ensure customer and operational needs are met, while influencing future development efforts based on recurring issues and RCA findings
• Lead or contribute to post-incident reviews, ensuring lessons are learned, preventive measures are put in place, and improvements are implemented

Requirements

Essential Experience and Qualifications

• 3+ years of experience in a software support or development role, with a strong background in troubleshooting and resolving complex software issues
• Expertise in full-stack development and debugging using technologies such as C# and .NET, with an understanding of front-end and back-end systems
• Strong experience with cloud infrastructure platforms, especially Microsoft Azure, including monitoring, alerting, and resolving cloud-based application issues
• Familiarity with SQL and relational databases, with the ability to troubleshoot performance issues and execute queries, as well as experience with NoSQL databases like CosmosDB, particularly in cloud environments
• Proven experience using APM tools and monitoring solutions such as New Relic, DataDog, or similar, to track, analyse, and improve platform performance
• Excellent communication skills, both written and verbal, with the ability to explain technical issues to various stakeholders, from junior engineers to business teams
• A proven ability to take ownership of critical issues, manage incidents, and see problems through to resolution, including performing thorough root cause analyses
• A collaborative and proactive approach: Comfortable working cross-functionally to solve problems, improve processes, and share knowledge
• Strong attention to detail and organisational skills, ensuring work is well documented and knowledge is shared across the team
• A curious nature, demonstrating a passion for understanding how systems work, finding long-term solutions to recurring problems and the determination to keep investigating until the underlying issue is uncovered

Desired Experience and Qualifications

• Experience working in the telecommunications or IoT industry
• Familiarity with REST APIs, message-based architectures, and distributed systems
• Knowledge of Agile/Scrum methodologies and experience with CI/CD pipelines in Azure DevOps
• Previous exposure to automated testing and quality assurance frameworks, with a keen eye for spotting potential performance bottlenecks and bugs
• Understanding of networking principles and protocols, especially in distributed cloud environments, and their potential impact on software performance
• Familiarity with multi-IMSI solutions, and eUICC SIM profile downloads

Benefits

• 25 days annual leave + 2 company days
• Health Insurance
• Pension Contribution
• Income Protection
• ESOP
• Tax saver scheme
• Bike to work scheme
• Sports and social activities
• Great annual office outings (Summer BBQ, Christmas party, charity runs)
• Bits & Bobs days (Half day every quarter to get your Bits & Bobs done)
• Learning and Development Opportunities

New hires at Cubic are required to work onsite five days a week during their six-month probation period to get to know the company, their team, and our ways of working. After probation, we offer a flexible arrangement of up to eight work-from-home days per month, provided it aligns with business needs and performance standards.

Cubic³ is an equal opportunities employer and committed to fostering a diverse and inclusive workplace.

We currently have exciting opportunities for Software Support Engineers to join our expanding team at our offices in Cebu City, Philippines
Role Description
A Frontline Support Engineer works as a technical resource within our Customer Support organization. They will work closely with our Tier 1 Technical Support Analysts to resolve recurring systemic issues and perform root cause analysis.

This role will work directly with clients and other team members to resolve incidents ranging from troubleshooting SQL Server performance issues, analysing views & stored procedures, and performing minor project work for our ERP solutions.

Responsibilities

• Address and resolve incoming application questions and incidents from end users
• Document all pertinent end user identification information in our CRM database
• Ability to perform root-cause analysis on recurring system issues
• Remotely perform application updates, software upgrades, and database backups
• Record, track, and document the problem-solving process
• Participate in after-hours on call rotation
• Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
• Remain current on changes and new features added through regular software updates & releases.
• Other responsibilities as assigned

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
• Troubleshooting skills with a high level of self-reliance to resolve complex technical problems
• Excellent oral and written communication skills with both technical and non-technical audiences
• Ability to work in a fast-paced team environment
• Basic networking, user administration, and T-SQL scripting skills required
• Experience with Microsoft SQL, SAP Crystal Reports, SQL Reporting Services, and the Windows Server product line are an advantage.
• Current Microsoft certifications in SQL Server and Windows Server product lines an advantage

Who We Are
Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What We Do
Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Join Our Mission for a Sustainable Future and Enjoy the Following Benefits:

• Health insurance that covers up to three dependents
• Shuttle service for convenient transportation
• Complimentary on-site food and coffee for your enjoyment
• Allowances
• Access to a comprehensive learning and development platform that provides on-the-job training on essential skills, with the ability to track your progress centrally
• 25 days of leave
• Joining a world leader in sustainability software services
• Hybrid work arrangement for a flexible work-life balance

Overview:

The Software Support Representative helps with computer software problems like operating systems and application issues. They investigate problems, find the causes, and offer solutions to fix them.

Responsibilities:

• Assist with software-related requests for help (problems).
• Find and determine the main causes of software problems.
• Handle complex and high-level, escalated inquiries from customers.
• Work with Customer Service tools to resolve customer issues and set up customer appointments using (Salesforce, Advisor Admin, Knowledge base, etc.)
• Examine software issues and suggest solutions.
• Resolve software problems, test solutions before implementing them.
• Report bugs and other issues on platforms to developers.
• Gather and record customer feedback to improve processes.
• Thoroughly and promptly document software support activities.
• Make quick decisions, even with limited information.
• Regularly review work logs, customer feedback with supervisors and colleagues to identify and act on improvement opportunities.
• Communicate and coordinate with internal departments.
• Work with our development team to complete custom coding requests from clients.

Qualifications:

• At least 2+ years experience as a Software Support Representative
• Bachelor's Degree holder or equivalent
• Excellent English communication skills both written and verbal
• Ability to perform several tasks simultaneously in a fast paced environment with less supervision
• Willing to work on-site and within the night shift

Years of Experience Needed: 2

We are looking for a skilled Software Support Engineer to join our team supporting a Microsoft 365 add-in that integrates across the entire M365 suite. This role is fully remote and focuses on delivering exceptional support for our customers' power users and administrators who maintain and use our product.

Key Responsibilities:

• Provide first-class technical support for end users of our browser extension and other solutions.
• Troubleshoot issues related to user access, functionality, deployment, and content creation.
• Communicate effectively with both technical and non-technical customers ensuring clear explanation of issues and resolution steps.
• Support power users with configuration and content management tasks.
• Support admins with deployment, configuration, and troubleshooting tasks.
• Collaborate with internal teams to escalate complex issues and report bugs as needed.
• Help maintain documentation of known issues, procedures, and best practices for customer-facing support.
• Create, maintain, and update comprehensive documentation and help content for the support site aimed at improving user self-service experience.

Soft Skills:

• Exceptional customer service skills over email and on live screenshare calls; able to engage positively with both technical and nontechnical users to make answers seem simple.
• Empathy for customers who are frustrated by a problem, even if they caused it.
• The ability to coach someone to succeed rather than just provide an answer.
• Strong troubleshooting aptitude with focus on asking and observing before answering.
• Instinct for creating effective helpful, engaging, customer-facing videos, articles, and tutorials for our support site.
• Ability to work autonomously in a remote setting within defined core hours (8 AM – 4 PM ET).
• Willing and able to overlap duties with others in the product team to solve problems and keep forward progress moving.

Deployment & Administration Expertise:

• Proficient with Microsoft Intune and / or Group Policy Objects (GPO) for browser management and configuration.
• Familiar with managing Dynamics 365 managed solutions – installation, updates, troubleshooting.
• Experience administering SharePoint App Catalog for deploying custom spfx addins.
• Experience deploying Teams apps through the Teams admin center.

Other Technical Skills:

• Strong knowledge of the browser dev tools within Edge and Chrome to examine HTML, CSS, console errors, performance, cookies, and local storage.

• Help write CSS or jQuery selectors to find specific elements on a given web page.

• Develop clear, effective prompts used in AI or chat-based support systems to enhance automated assistance capabilities (prompt engineering).

Microsoft 365 Platform Experience:

• Proficient in core Microsoft 365 apps such as SharePoint Online, Dynamics, Copilot, Outlook, OneDrive, Teams, etc.
• Familiarity with managing work items in Microsoft DevOps.

Minimum Technical and Work Environment Requirements:

• Internet Connection:

• Primary internet connection with a minimum speed of 15 Mbps.

• Backup internet connection with at least 10 Mbps.

• Backup connection must be capable of supporting work during a power outage.

• Primary Device:

• Desktop or laptop equipped with at least:

• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.

• A minimum of 8 GB RAM.

• Backup Device:

• Must meet or exceed the performance of an Intel Core i3 processor.

• Must be functional during power interruptions.

• Peripherals and Workspace:

• A functioning webcam.

• A noise-canceling USB headset.
• A quiet, dedicated home office space.

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

Position Summary:

The Software Support Engineer is responsible for resolving customer requests within the Practice Protect platform in a professional and timely manner. This role emphasizes providing "fix on first call" solutions for reported issues.

Job Details:

Onsite | Eastwood, Libis

Monday to Friday | 6 AM to 3 PM PH Time

Responsibilities:

Ticket Resolution:

• Adhere to the company's Service Delivery Guidelines, Policies, and KPIs.
• Resolve service tickets in alignment with client service level agreements (SLAs).
• Contact clients for further clarification or additional information when required.
• Manage client expectations throughout the ticket lifecycle.

Technical Support:

• Resolve first-level technical issues according to best practices and service delivery guidelines.
• Provide immediate solutions ("fix on first call") when possible.
• Manage the entire lifecycle of service tickets in accordance with client SLAs.
• Communicate vital technical information via phone, email, or ConnectWise.
• Leverage internal resources for troubleshooting.
• Perform other ad-hoc tasks as needed.

Qualifications:

• Ideally, 2 to 3+ years of IT/tech-related experience.
• Strong understanding of MS365 Admin Centre and Google Workspace Admin.
• Solid grasp of operating systems, software, and devices.
• Familiarity with cloud computing.
• Strong troubleshooting and remote desktop support skills.
• Excellent organizational skills and flexibility.
• Confident in interacting with global clients.
• Eager to grow and learn new skills on the job.
• Ability to build rapport and foster key relationships.
• Proven ability to quickly learn new software and IT concepts.
• High level of commitment, professionalism, and composure under pressure.
• Self-motivated and comfortable working both independently and in a team.

Preferred Qualifications:

• Experience in IT, software, SaaS, or tech-related industries.
• Experience working with international companies or clients/BPO environments.