Tier II Support Engineer

7 days ago

Mandaluyong City, National Capital Region, Philippines Penbrothers Full time

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies.

About the Client

Our client is helping the world's largest enterprises and organizations automate the enforcement of controls of access, process, or cybersecurity checks, for any business application. We bridge the gap between legacy software and modern technology with our suite of innovative products built on top of solutions from SAP, PeopleSoft, JD Edwards and more.

Job Description

As an experienced and driven candidate, you have the potential to be an integral part of a growing, global team with the ability to make a direct impact on customers success through live interaction. We are looking for a Tier II candidate that has good soft skills, driven to learn, research answers and act on the information found to solve the issue. The Tier II support engineer will report into a product team lead or team manager.

Job Duties

  • Self-driven to continually expand knowledge of products to successfully solve customer issues.

  • Research and troubleshoot issues between Pathlock application and customers ERP system including but not limited to implementation and configuration.

  • Analyze logs, configurations, and workflows to resolve issues.

  • Work with multiple Pathlock teams to resolve issues within SLA and provide needed information to teams to resolve the issues.

  • Write knowledge base articles and educate/train team members on resolution and troubleshooting approaches.

  • Communicate resolution clearly and concisely verbally or written.

  • Recommend best workflow, implementation and utilization practices promoting customer success and product adoption.

Skills & Requirements

  • Bachelor's degree or equivalent experience.

  • 4+ years working with SAP, PeopleSoft, JDEdwards, or other ERP systems.

  • 2+ years working with enterprise level applications: implementing, administering and troubleshooting.

  • 2+ years SQL experience and writing complex queries

  • Ability to troubleshoot complex issues using resources, testing and knowledge

  • Knowledge of application security such as SAP ECC, S4H, S4H SAAS, C4C

  • Knowledge of Business Process Controls and Automation.

  • Knowledge of Governance, Risk, and Compliance (GRC) Access Control.

  • Certification in an ERP system or like a plus.

  • Knowledge of basic cloud concepts.

  • Knowledge of Identity Management Solutions.

  • Ability to work with global team members and customers from diverse cultures.

  • Customer and team focused attitude.

  • Strong English and communication skills.

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