Customer Support & Success Senior Technical Support Engineer Cebu City, Philippines

Location Cebu CityCategory Customer Support & SuccessExperience Mid LevelWe're looking for a Senior Technical Support Engineer to join our team as a senior escalation resource, providing expert-level support across our platform and customer environments. This is a hybrid role, combining technical support to existing clients with implementing new systems, upgrades, and hardware deployments for new and existing clients. You'll combine deep technical troubleshooting with strong customer communication and hands-on infrastructure knowledge to proactively identify issues, drive root cause analysis, and deliver lasting solutions.**Who We Are**At AMCS, sustainability means business - and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.**What We Build**We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.**Why Join AMCS**Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what's possible and work on technology that makes a measurable difference - for our customers, our communities and the planet**What You'll Do*** Serve as an escalation point for Associate Engineers, delivering tailored solutions that maximize customer value and minimize business impact* Act as a technical escalation point for the wider technical team on complex problem-solving, and run regular technical training sessions to build team knowledge* Work alongside Project Managers to perform the technical requirements of larger projects to ensure they are delivered on time and on budget* Coordinate upgrade activities with customers and build effective relationships with customer IT teams to support project delivery* Engage in customer meetings with stakeholders as required, and complete technical checklists throughout project delivery* Maintain and improve documentation of project implementations* Perform remote hardware administration and configuration* Carry out remote software upgrades of client software (outside site operational hours)* Manage data migrations of remote client data from existing servers to the cloud platform* Manage client tenancy provisioning and subscription management* Maintain accurate documentation of problem-resolution status and resolution, applicable hardware and/or software adds, changes, moves, or deletes, updates databases on technical issues* Troubleshoot and support web applications, working across the stack to identify root causes of performance and functionality issues* Leverage AI agents to automate routine troubleshooting, ticket triage, and knowledge lookup, freeing up time for complex problem-solving* Remotely access customer environments to diagnose and resolve assigned support tickets and infrastructure-related issues* Root cause analysis and problem management to develop permanent fixes, not just workarounds* Document customer solutions and troubleshooting steps to build a strong knowledge base and support future problem-solving* Follow change control processes, keeping clients and colleagues informed with clear, consistent updates* Proactively identify opportunities for process improvement and recommend value-added solutions* Participate in CAB (Change Advisory Board) calls as needed* Manage a daily workload including P1/P2 ticket triage, P1 handoffs, change control review, and case prioritization* Participate in a weekly on-call roster and rostered shift coverage (7am-8pm Queensland time, with flexible start/end times)**What You Bring*** Strong communication skills, including the ability to handle difficult, on-the-spot questions from clients and management.* Effective communication, negotiation and customer engagement skills* Experience with monitoring and observability tools such as Datadog* Familiarity with AI-driven monitoring/triage tools and hands-on experience using AI agents to support or automate workflows* Solid understanding of cloud-based application architecture and troubleshooting.* Competency in SQL, including the ability to write and analyse SQL scripts* Working knowledge of SQL Server Administration* Solid understanding of networks and network administration* Experience upgrading customer environments (local clients/servers)* Remote support experience (Remote Desktop / Team Viewer / VPNs etc.)* Experience in automation, scripting and configuration management* Intermediate PowerShell scripting skills* Strong technical troubleshooting, problem-solving, and analytical ability* Experience with any support ticketing system* Ability to document processes and establish SOPs for recurring issues* Exposure to MS Azure platforms is an advantage* ITIL background would be desirable* degree in Computer science Engineering or related fields.**Join our mission for a sustainable future and enjoy these benefits:*** Health insurance for you and up to three dependents from Day 1* Hybrid work setup* Convenient shuttle service* Complimentary on-site food and coffee* Allowances* 25 days of leave* Access to a learning platform for skill training with progress trackingAt AMCS, your work helps businesses operate more efficiently while contributing to a more sustainable future. If you are passionate about technology, innovation, and creating solutions that matter, we would love to hear from you.#LI-JR1 #J-18808-Ljbffr