Software Support Engineer

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Software Support Engineer

Posted today

Job Description

Company: 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.

Role: 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 our software solutions provided to our customers. This position requires a passion for support, including 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.

Responsibilities:

  • 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.
  • 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.

Skills and qualifications:

  • Experience in a customer-facing role is essential.
  • Ability to operate independently as well as in a team.
  • Excellent communication skills (written and verbal) and ability to ask questions to resolve issues.
  • Ability to adapt communication based on the audience (e.g., SuperUser, IT, C-Level).
  • Strong understanding of the Microsoft Office Suite.
  • Good understanding of Cloud Computing (Azure) or other SaaS software support.
  • Ability to manage multiple workstreams (calls and support portal cases) and fulfill daily responsibilities.
  • Ability to manage competing priorities in a fast-paced environment.
  • Excellent analytical skills and the ability to query SQL databases to analyze underlying data in support of issue triage and resolution.
  • Customer-focused mindset.

Nice-to-have:

  • Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience.
  • Experience in Microsoft Azure portal, including Application Insights.
  • Exposure to Grafana.
  • Knowledge of ERP software and experience in Waste & Recycling processes or industry.
  • ITIL v3/v4 Foundations certification.
  • Experience operating under an Agile release delivery methodology.

Benefits:

  • Health insurance covering dependents
  • Shuttle service
  • Complimentary on-site food and coffee
  • 25 days leave credits
  • Learning platform access with on-the-job training and progress tracking
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