Senior Software Support Engineer

4 hours ago

Quezon City, National Capital Region, Philippines Petsure Services Inc. Full time ₱1 - ₱2 per year

Petsure Services Incorporated (PSI) is a support service provider exclusively focused on the pet industry globally tailoring solutions that enhance customer experiences and streamline operations. With over 14 years of expert pet care outsourcing solutions.

Job Summary:

We are looking for a Software Support Engineer to join our Digital team. This role is critical to ensure the stability and performance of our digital platforms — which include online sales journeys and self-service portals for policyholders. You'll work closely with internal business stakeholders, developers, and the front-line customer service team to triage incidents, identify root causes, and drive continuous service improvement.

You'll be working in a tech stack that includes Angular and React on the front end and .NET middleware. We use tools like PRTG, Azure AppInsights, and Hotjar for observability, with ambitions to enhance front-end monitoring via platforms like Datadog.

This role offers opportunities to get hands-on with code, influence monitoring strategy, and help shape a modern, resilient digital service landscape. An interest or certification in ITIL and a strong focus on problem-solving and collaboration will set you up for success.

Responsibilities:

  • Lead investigations of high-impact incidents and ensure timely resolution.
  • Drive incident reviews and continuous improvement of monitoring practices.
  • Own observability tooling strategy; implement improvements and integrations.
  • Mentor junior engineers and support their skill development.
  • Collaborate with engineering to address technical debt and improve reliability.
  • Analyze, interpret, and manipulate large datasets to assist with problem resolution
  • Maintain technical documentation and knowledge base articles
  • Identify bugs, log issues, and work with engineering teams for resolution
  • Provide Level 1 & 2 technical support for platforms.

Qualifications:

  • Bachelor's degree in computer science or related field
  • 5+ years in technical support, DevOps, or software engineering roles.
  • Hands-on experience using Real User Monitoring tools (Sentry, DataDog, Hotjar, Google Analytics, PRTG, AppInsights, Cloudflare)
  • Demonstratable experience having furthered the implementation of the above tools to improve observability.
  • 5+ years in technical support, DevOps, or software engineering roles.
  • Strong troubleshooting skills across distributed systems and web architectures.
  • Deep familiarity with observability and incident response tooling.
  • Experience contributing to codebases (e.g. fixing minor bugs or improving logging).
  • Able to write SQL queries to investigate and resolve data-related issues
  • Ability to prioritize and manage multiple tasks under pressure
  • Strong analytical, troubleshooting, and communication skills
  • Exposure to cloud platforms (e.g., AWS, Azure) and APIs(preferred)
  • Awareness of ITIL principles; certification is a plus.

Candidate MUST be amenable to:

  • Work onsite at least once/twice monthly
  • Amenable to work in dayshift work schedules- 6:30 AM to 3:30 PM
  • Can start ASAP

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