L2 Application Support Engineer

22 hours ago

Makati City, National Capital Region, Philippines PSC Biotech Full time ₱1,200,000 - ₱2,400,000 per year
PSC Software a division of PSC Biotech, is a leading provider of cutting-edge, cloud-based quality management and regulatory compliance solutions. Our software helps organizations streamline processes, ensure compliance, and improves overall efficiency, delivering exceptional value to our clients. With specialization in meeting the needs of pharmaceutical, medical device, and other highly regulated industries. At PSC Software, we are passionate about providing innovative software solutions that empower businesses to achieve their full potential.

The Experience

With operations spanning the globe and featuring a multi-cultural team, PSC Biotech is passionate about bringing the best and brightest together in an effort to form something truly special. When you make the decision to join our team, you will be offered the ability to feel inspired in your career, explore your professional passions, and work alongside a group of people who will value and nurture your talents.

We are firm believers in coaching and developing the next generation of industry leaders and influencers. As such, you will not only be offered compensation and benefits structure that rewards you, but also be provided with the tools that will help you grow and learn.

At PSC Software, it's about more than just a job—it's about your career and your future.


Your Role:

We are seeking a skilled and experienced L2 Application Support Engineer to join our dynamic support team. This role is primarily responsible for providing advanced technical support for our configurable SaaS applications, ensuring smooth operation and client success. The ideal candidate will have hands-on experience with software administration, particularly in configurable systems such as Veeva Vault, Atlassian JIRA, Trackwise, and other eQMS or LMS platforms.

As an L2 Application Support Engineer, you will be the point of escalation for complex issues that cannot be resolved by client administrators. You will work closely with both clients and our internal Development team to ensure technical issues are addressed, solutions are found, and system uptime is maximized.
  • Provide expert support for SaaS solutions, helping client administrators across various organizations with technical inquiries and application configuration.
  • Troubleshoot complex issues related to SaaS platforms, including configuration, account management, and minor service disruptions.
  • Investigate issues, gather data for analysis, set up test environments, and replicate problems to propose solutions or workarounds.
  • Take ownership of tickets, prioritize based on SLA, and ensure timely resolution of issues, from minor configuration problems to critical system outages.
  • Work closely with the L3 Support team to escalate and resolve critical production issues, ensuring effective communication with clients throughout the process.
  • Collaborate with the Development and Product teams, providing client-facing support and building strong, professional relationships with users.
  • Document solutions, workarounds, and knowledge articles within our Customer Service Portal.
  • Regularly meet with the Senior Technical Support Manager to discuss trends, insights, and opportunities for continuous improvement.
  • Provide timely support in this shift: Sunday to Thursday, 23:00 to 8:00 Philippines Standard Time
Requirements
  • BA/BS degree (or higher) in Computer Science or a related technical field.
  • 3+ years of experience in an L2 Application Support role, preferably within SaaS environments.
  • Strong experience with configurable SaaS systems such as Veeva Vault, Atlassian JIRA, Trackwise, Qualio, MasterControl, ComplianceWire, and other Quality Management Systems (QMS) or Learning Management Systems (LMS).
  • Ability to troubleshoot, diagnose, and resolve technical issues, ensuring client satisfaction and system performance.
  • Excellent verbal and written communication skills in English.
  • Strong customer service skills with the ability to manage escalations and support clients ranging from technical personnel to C-level executives.
  • Detail-oriented and able to manage multiple priorities effectively.
  • Experience with issue tracking systems (e.g., JIRA) and ticketing systems (e.g., Freshdesk, Zendesk, ServiceNow).
  • Knowledge of SSO, Java, SQL, HTML, XML, JSON, SOAP, and REST API is a plus.

Preferred:

  • Experience as a software system administrator or SaaS administrator.
  • Familiarity with the life sciences or other regulated industries.
  • Hands-on experience with cloud services, databases, and office productivity tools (e.g., Office 365).
Equal Opportunity Employment Statement:

PSC is committed to is committed to a policy of Equal Employment Opportunity with respect to all employees, interns, and applicants for employment. Consistent with this commitment, our policy is to comply with all applicable federal, state and local laws concerning employment discrimination. Accordingly, the Company prohibits discrimination against qualified employees, interns and applicants in all aspects of employment including, but not limited to: recruitment, interviewing, hiring (or failure or refusal to hire), evaluation, compensation, promotion, job assignment, transfer, demotion, training, leaves of absence, layoff, benefits, use of facilities, working conditions, termination and employer-sponsored activities and programs,  including wellness, social and recreational programs. Employment decisions will be made without regard to an applicant's, employee's, or intern's actual or perceived: race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, genetic information, or any other status protected by law.

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