Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for problem-solving? EMAPTA is looking for a dedicated Application Support Analyst to join our dynamic team in Quezon City. In this role, you will serve as the heartbeat of our SaaS operations, providing critical Tier 1-2 support to our global clients.
As an Application Support Analyst, you won't just be closing tickets; you will be investigating complex issues, managing incident lifecycles, and ensuring the seamless integrity of global financial transactions. This is a rare, high-impact opportunity offering a stable day shift schedule with weekends off, allowing you to balance a thriving career with a great personal life.
You will collaborate with cross-functional teams across the globe, acting as the technical bridge between our end-users and development squads. If you have a knack for troubleshooting, a background in SaaS environments, and a desire to work in an inclusive, high-performance office culture, we want to hear from you.
Tanggung Jawab
- Provide expert Tier 1 and Tier 2 technical support for SaaS-based applications.
- Analyze, troubleshoot, and resolve system issues, escalating complex bugs to engineering teams when necessary.
- Monitor system performance and maintain high availability for financial transaction processing.
- Collaborate with global stakeholders to document issues and share technical insights.
- Maintain comprehensive knowledge base articles and troubleshooting documentation.
- Manage the incident response lifecycle to ensure adherence to Service Level Agreements (SLAs).
- Proactively identify trends in support requests to improve overall product reliability.
Kualifikasi
- Bachelor’s Degree in Information Technology, Computer Science, or a related field.
- Minimum of 2-3 years of experience in Application Support, Help Desk, or SaaS support roles.
- Strong background in troubleshooting web-based applications and technical problem-solving.
- Proficiency in SQL and the ability to query databases for investigation purposes.
- Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
- Experience working with incident management tools (e.g., Jira, Zendesk, ServiceNow).
- Proven ability to work in a fast-paced, global collaborative environment.