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Application Support Engineer Job in Philippines
ease solutions Pte Ltd , Philippines

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1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Mar 17, 2021
Last Date
Jun 17, 2021

Job Description

We are looking for Application Support Engineers to provide enterprise-level assistance to our customers. You will be the main contact point for our Atlassian App customers in our service desk.

  • Analyze and respond to tickets in our service desk portal
  • Diagnose and troubleshoot technical issues
  • Review log files for errors and anomalies
  • Ask customers targeted questions to quickly understand the root of the problem
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers or sales)
  • Follow-up regularily on escalated issues
  • Provide prompt and accurate feedback to customers
  • Refer to internal knowledge base or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Create and update user documentation
  • Prioritize and manage several open issues at one time
  • Ensure that new processes and remediation are documented comprehensively and communicated to the respective team members
  • Administer and maintain the knowledge base articles and FAQ for respective applications
  • Maintain jovial relationships with clients


  • Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role
  • Preferably with good knowledge of Atlassian tools
  • Knowledge of debugging tools, reading error logs
  • Hands-on experience with troubleshooting of web applications
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Able to navigate through difficult conversations with professionalism and maintain a calm and empathic approach
  • Ability to provide step-by-step technical help
  • Familiarity with Linux is an added advantage
  • Experience with scripting languages (e.g. Python) is a plus
  • BS degree in Information Technology, Computer Science or relevant field


  • Paid Time Off
  • Flexible Working Time
  • Medical
  • No travel

Job Specification

ease solutions Pte Ltd

Information Technology and Services - Cebu City, Philippines