Packaged/SaaS Application Engineer I

About the Role

We are looking for a Packaged/SaaS Application Engineer I to support packaged and Software-as-a-Service (SaaS) applications in a technical environment. The role will involve application support, troubleshooting, issue resolution, system monitoring, and coordination with relevant technical and business teams.

The position requires a strong problem-solving approach, attention to detail, and the ability to understand application issues and provide timely technical support.

Key Responsibilities

• Provide technical support for packaged and SaaS applications.

• Monitor application performance and identify potential issues.

• Troubleshoot application incidents and resolve technical problems within defined timelines.

• Analyze reported issues and assist with root-cause identification.

• Coordinate with internal technical teams and relevant stakeholders to resolve application-related concerns.

• Support application configuration, maintenance, and operational activities as required.

• Assist with testing, deployment, upgrades, and application enhancements.

• Document incidents, solutions, procedures, and technical findings.

• Follow established IT processes, support procedures, security requirements, and service standards.

• Escalate complex or recurring issues to appropriate technical teams.

• Maintain effective communication with stakeholders regarding issue status and resolution.

• Contribute to continuous improvement of application support processes and service delivery.

Required Skills & Qualifications

• Experience or knowledge in application support, SaaS applications, or packaged enterprise applications.

• Strong troubleshooting and analytical skills.

• Ability to understand application issues and identify appropriate solutions.

• Good written and verbal communication skills.

• Strong attention to detail and problem-solving ability.

• Ability to work collaboratively with technical and business stakeholders.

• Familiarity with incident management, application maintenance, and IT support processes is preferred.

• Ability to work effectively in a hybrid setup.

• Willingness to work according to business requirements and assigned schedule.

Work Setup

• Work Mode: Hybrid

• Location: Cubao, Quezon City

• Position Level: Application Engineer I

• Employment Type: Full Time

• Job Code: ATCP-1300421-S409145