Packaged/SaaS Application Engineer I
Gratitude Inc
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
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