Technical Support Engineer

About Shore360:

Shore360 is a 100% Australian-owned BPO firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Roles and Responsibilities

• Diagnose and troubleshoot software application issues, including errors, bugs, and performance problems
• Collaborate with software developers and other relevant teams to investigate and resolve complex application issues

• Respond to user inquiries via phone, email, or ticketing system and 

  provide clear and concise explanations or instructions
• Assist in the testing and deployment of application hotfixes and new releases
• Ensure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time)
• Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time)
• Ensure that backlog tickets are updated promptly with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time)
• Ensure that the client is provided with any known workarounds immediately or within SLA timeframes
• Ensure that regular requests for follow-up are issued to tickets that are pending the client’s response daily 
• When required, ensure testing is performed in test environments before the configuration is implemented into production environments
• Required to learn application configuration and apply understanding of infrastructure or development constraints for diagnosis
• Required to participate in product training to learn updates and support all Janison Products or Clients
• Participate in handover training for new clients transitioning into BAU Support
• Ensure regular participation is met in development sprint demos to maintain current knowledge of functional, operational, and technical aspects of the Janison products
• Escalate tickets into JIRA with the appropriate level of detail – Jira Bug template, for acceptable handover and assign the appropriate Scrum team
• Effectively and accurately communicate relevant product knowledge to clients and Janison staff promptly
• Determine feature requests that have been raised as an Incident and establish if the client is willing to fund the new feature request. 
• Gather all details and send them to the Support Manager, Account Manager, and/or Product Owner to engage the client when required
• Support testing SIT/UAT, report bugs and deficiencies identified in the product immediately
• Coordinate with the Support Team Lead on any site configuration changes to meet the client’s requirements to determine any costs or approval needed

• Prepare Post Incident Reports with the Support Team Lead if required

• Perform deep-dive analysis on incidents tagged for review to reduce escalations to Level 3 teams
• Update client site configuration documentation with any changes that have been made within agreed timeframes and uploaded to the knowledge bank
• Create or update Knowledge Bank articles for identifying workarounds to be promoted to client-facing resources

Required Experience

• At least 3 years' experience in a Technical IT Ops/System Admin role

• At least 3 years of experience in a Customer Service role

• Experience in SaaS-based application support

• Experience in Microsoft Office Operating Systems

• Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, Freshdesk, Genesys

Minimum Qualifications

• Tertiary qualifications or equivalent experience

• Good understanding of computer systems (hardware, software, and applications), mobile devices, and other tech products

• Excellent problem-solving and logical aptitude

• Analytical Mindset

• Excellent written and verbal communication skills

• Understanding of networks, databases, and other technology

• Work experience in technical writing of software documentation

ShoreXtra Perks

• HMO Coverage upon regularization

• 20 Leave credits available upon regularization

• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• Bronze Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

Work Set Up:

• Work-From-Home

• Work Schedule: Monday to Friday, 7:00 am to 4:00 pm (Rotational Schedule)