Application Support

20 hours ago

Manila, National Capital Region, Philippines Questronix Corporation Full time

Job Description:

  • Acknowledge and respond to incidents within SLA timelines
  • Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
  • Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
  • Escalate incidents to L2 within defined OLA timelines with complete details
  • Provide regular status updates based on incident priority
  • Follow approved support procedures, runbooks, and escalation processes
  • Maintain and update knowledge base articles and troubleshooting guides

Requirements

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
  • Understanding of web-based applications and workflow-driven systems
  • Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)
  • Basic understanding of Python logs and execution output
  • Exposure to AI chatbot or AI-based platforms
  • Experience supporting workflow-based or RAG systems is a plus
  • Familiarity with SLA/OLA-driven support environments
  • Ability to explain technical issues to non-technical users
  • Strong verbal and written communication skills
  • Can work Fully Onsite (San Miguel, Manila)

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