Senior Support Engineer

Because global operations don't stop-and neither should your career growth.

Build a senior-level career in logistics and supply chain technology while maintaining flexibility and balance. In this role, you'll support mission-critical platforms used by global customers, resolve complex technical issues, and collaborate with international teams-gaining long-term stability, deep technical exposure, and meaningful impact without sacrificing sustainability.

Job Description

As a Senior Support Engineer, you will provide advanced technical support to a diverse global customer base using time-sensitive, mission-critical applications. You will act as the primary point of contact for complex product and service inquiries, perform in-depth issue analysis and troubleshooting, manage high-severity incidents, and ensure consistent delivery of an exceptional customer experience.

Job Overview

Employment type: Full-time

Shift: Shifting schedule

Work setup: Temporary WFH, Makati

Exciting Perks Await

• Competitive salary package
• Temporary work-from-home arrangement
• HMO coverage with free dependent upon regularization
• Prime Makati office location with easy access to MRT stations, restaurants, and banks
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• At least 4 years of relevant experience in technical support or support engineering
• Bachelor's Degree, Diploma, or equivalent qualification in Computer Science, Information Technology, or a related field
• 3-6 years of relevant working experience preferred
• Excellent written and verbal communication skills in English
• Strong time management and organizational skills
• High attention to detail with strong technical troubleshooting and problem-solving abilities
• Ability to work independently and collaboratively under minimal supervision
• Comfortable managing multiple priority customer cases under deadlines
• Functional and business process knowledge of the Logistics and Supply Chain industry
• Experience supporting logistics, transportation, or shipping software

Preferred but not required:

• Understanding of ITIL, incident management, and problem management
• Familiarity with software engineering concepts and ability to read programming code
• Working knowledge of STLC or SDLC concepts

Technical Skills

• Working knowledge of Microsoft Office tools, including Excel, Word, and Outlook.
• Experience using Salesforce or equivalent CRM platforms for case management, customer communication, and tracking issue resolution.
• Hands-on experience with JIRA for defect tracking, incident escalation, and collaboration with engineering and cross-functional teams.

Database & Data Troubleshooting

• Strong working knowledge of MS SQL skills, including writing and executing queries to investigate customer issues and analyze data at the database level.
• Ability to perform thorough database investigations to identify root causes, validate data integrity, and support issue resolution.
• Working knowledge of Microsoft SQL Server and familiarity with T-SQL concepts is an advantage.

Cloud, Infrastructure & Remote Support

• Working knowledge of Microsoft Azure, including understanding of Azure Virtual Machines (VMs).
• Awareness that each TME3 customer environment runs on a separate machine, and ability to troubleshoot issues within isolated environments.
• Strong understanding of remote machine troubleshooting, including system access, diagnostics, log review, and performance analysis.
• Experience supporting applications running on Windows Server operating systems.

APIs, Integration & Tools

• Basic understanding of APIs, including request/response concepts and common integration issues.
• Hands-on or working knowledge of Postman for API testing, validation, and troubleshooting.
• Understanding of JSON file structure, including reading, parsing, and extracting relevant data from JSON payloads and tool-generated files.
• Familiarity with SOAP, XML, and JSON messaging formats is a plus, depending on product alignment.

File Management & Utilities

• Experience using FileZilla or similar secure file transfer tools to upload, download, and extract logs or support-related files.

Physical Requirements:

• General office environment and responsibilities requiring:
• Extensive use of the computer, which involves viewing a monitor and keyboarding for most of the workday.
• Placing and receiving phone calls.
• May require on-site work or office-based activities when personal engagement is necessary.

Your Daily Tasks

• Provide exceptional overall client experience for users of time-sensitive, mission-critical applications
• Research, diagnose, and respond to client inquiries in a timely, thorough, and professional manner
• Ensure KPIs are consistently met to achieve customer experience excellence
• Interact with customers of all levels, including senior customer executives, to assess issues and severity
• Analyze problems across software, hardware, and network environments to identify root causes
• Identify potential solutions before engaging internal L3 resolver groups
• Collaborate with Product Development, Professional Services, Cloud Operations, and Quality Assurance teams in a global environment
• Own the management and resolution of high-severity, customer-impacting incidents
• Work directly with customer stakeholders and internal resolver teams to meet or exceed SLAs
• Serve as an escalation point for complex technical issues
• Document all customer interactions clearly, including root cause and implemented solutions
• Build, maintain, and utilize support procedures and knowledge base articles
• Proactively identify preventative measures and early warning mechanisms to reduce customer issues and escalations
• Participate in training and mentoring of new and junior team members
• Support required shift work and off-hours coverage across time zones, including evenings and weekends for Severity 1 issues
• Participate in on-call rotations as assigned
• Perform other related tasks as required

About the Client

Driving global supply chains through powerful technology.

Our client delivers enterprise-grade logistics and supply chain platforms used by organizations worldwide. Their solutions support visibility, coordination, and operational efficiency across complex global networks, enabling businesses to move goods, data, and decisions seamlessly across borders.

Welcome to Emapta Philippines

Join a team that values balance, growth, and long-term careers. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta offers stability, people-first partnerships, and global career opportunities. Here, you work directly with international clients while being supported by a culture that prioritizes learning, collaboration, and sustainable success. Apply now and be part of the #EmaptaEra.