POSITION TITLE: SOFTWARE SUPPORT ENGINEER
We currently have exciting opportunities for Software Support Engineers to join our expanding team at our offices in Cebu City, Philippines.
Role Description
A Frontline Support Engineer works as a technical resource within our Customer Support organization. They will work closely with our Tier 1 Technical Support Analysts to resolve recurring systemic issues and perform root cause analysis.
This role will work directly with clients and other team members to resolve incidents ranging from troubleshooting SQL Server performance issues, analyzing views & stored procedures, and performing minor project work for our ERP solutions.
Responsibilities
- Address and resolve incoming application questions and incidents from end users
- Document all pertinent end user identification information in our CRM database
- Ability to perform root-cause analysis on recurring system issues
- Remotely perform application updates, software upgrades, and database backups
- Record, track, and document the problem-solving process
- Participate in after-hours on call rotation
- Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
- Remain current on changes and new features added through regular software updates & releases.
- Other responsibilities as assigned