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Support Engineer | Makati City, Philippines

Posted: Nov 19, 2020 4:49:31 AM

We are looking for energetic, passionate and engaged Software Developers to join our Manila-based development team helping to support and improve our software service platform and customers’ over-all experience.

The Support Engineer works closely with peers, customers and stakeholders globally and across functions, utilising analytical, problem-solving skills and collaboration tools to support the smooth utilization of the CloudPay platform. He/she is the first line of defense of the Engineering Team in addressing support issues routed to Engineering by the different Cloudpay business units and users.

Package and Benefits:

  • Competitive annual salary and benefits package
  • 18 days annual leave plus public holidays
  • 10 days sick leave
  • HMO
  • Personal and professional development opportunities
  • Friendly and flexible working environment
Attributes and Experience Required:
  • Minimum 4 years Support Engineering experience for a software service platform, including handling production issues
  • Working knowledge of Java
  • Working knowledge of NoSQL Database technologies (e.g. MongoDB) as well as conventional SQL database systems
  • Degree in IT or Computer Science or a related discipline
Soft skills needed:
  • Naturally curious, with excellent logical, analytical skills and attention to detail
  • Self-starter, able to take ownership, prioritize and plan own workload
  • Good written and verbal communication skills, able to engage with users across the organization
  • Keen sense of customer satisfaction
The following would be an advantage:
  • Experience in Spring Framework (ideally Spring Boot), AngularJS, React-Redux, Vue.js
  • Background in supporting a software platform for Payroll, HR or other financial domains
  • Work experience in Agile or Scrum environment


Daily Duties and Main Responsibilities will include:
  • Review incoming support cases for Engineering to ensure all necessary information is provided.
  • Where tickets are incomplete or misdirected, gather more information or refer to the appropriate department
  • Conduct initial investigation, respond to users, and troubleshoot (where possible) production support issues routed to Engineering
  • Triage more specialized technical issues to the appropriate agile team for resolution, in the process ensuring that responding teams receive high quality, accurate information to prioritize issues and progress in a timely manner
  • Follow through support cases to completion, while working in close collaboration with engineers and ensuring users are informed of root cause and progress
  • Participate in incident reviews following major incidents / issues, as necessary
  • Work with the Product & Engineering Team to analyze support issues received, identify trends/repetitive incidents, provide forecasts and propose improvements to reduce the number of support issues and their turnaround time

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