Application Support Manager

2 days ago

Pasig, National Capital Region, Philippines 82546d9d-8d05-4d49-a51b-8530fe1591cc Full time ₱400,000 - ₱800,000 per year

DUTIES AND RESPONSIBILITIES

  • Review support tickets (including reviewing logs) and prepare them for software engineers to fix when needed..
  • Resolve tickets directly when no code changes are required
  • Triage tickets based on various internal and external priorities
  • Contribute towards the creation of support documentation, including user guides, videos, and other self-help resources for customers
  • Be an expert user of the product, able to answer all questions from customers and colleagues
  • Provide customer feedback to the product team and contribute towards shaping the product roadmap
  • Use bug report data to help the company continuously improve testing and product quality
  • Help to ensure support is the go-to team for anything product-related
  • Provide customer feedback to the product team and contribute towards shaping the product roadmap
  • Continuously review our processes to identify opportunities for improvement including feeding product supportability improvements back into the product and engineering teams
  • Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

Key Skills:

  • Knowledge of SQL - able to write and run scripts
  • A technological generalist - able to turn your hand to just about anything
  • Experience working with software integrations - ideally using Azure Data Factory. Knowledge of this cloud provider is a plus; any cloud provider is necessary.
  • Experience supporting customers in an enterprise environment, building long-term relationships with key contacts
  • Keen to be hands-on and actively involved in issue resolution
  • Passionate about technology and delighting customers
  • Excellent communication skills, both with customers and internal technical teams
  • Comfortable with challenging and raising issues at any level
  • An analytical and methodical approach to solving problems
  • Very inquisitive and a natural problem solver

EDUCATION AND/OR EXPERIENCE

  • Bachelor's/College degree
  • With at least 2 years of experience

Additional qualifications (an advantage but not required)

  • Experience working with or an understanding of one or more of these is an advantage - Vue, Json, .net
  • Knowledge in Microsoft including Teams, Office etc and Slack for communication.
  • An Azure certification
  • Experience in a startup (or similar) environment where you've developed and implemented new processes from scratch
  • An understanding of how large professional services firms operate - global enterprise customers
  • Knowledge in Microsoft including Teams, Office etc and Slack for communication.

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