Software Support Engineer – Mid Shift

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the initial point of contact for issues reported by clients, evaluating and prioritizing incidents based on their severity and impact on business operations.

• Replicate, diagnose, and resolve software and data-related problems, escalating to the engineering team when necessary.

• Monitor incidents, service requests, and their resolutions to guarantee timely closure and effective communication with clients.

• Oversee the health of applications and infrastructure, proactively identifying and resolving potential issues before they affect clients.

• Keep precise support documentation, known-error logs, and knowledge base entries.

• Collect, analyze, and document client requirements, converting them into clear tickets and user stories with acceptance criteria for the engineering team.

⛳️ Requirements

• Proficient in using Jira for issue tracking and software development.

• Familiarity with Confluence (documentation) is an advantage.

• Practical experience with Python for scripting, automation, or application support.

• Proficient in SQL for data querying.

• Experience in supporting or working with Microsoft Azure cloud services.

• Familiarity with Terraform or infrastructure-as-code practices.

• Background in software support, technical support, or a similar client-facing technical role.

• Knowledge of Agile/Scrum or comparable delivery methodologies is preferred.

• Capability to handle multiple issues concurrently in a dynamic, remote-first environment.

🏝️ Benefits

• HMO from Day 1 (for both Primary and Dependents).

• Competitive compensation package exceeding market standards.

• Quarterly massage sessions.

• Regular team-building and company events.

• Unlimited opportunities for employee referral bonuses.

• A diverse and inclusive work atmosphere.

• Brand new IT equipment provided.