JOB INFORMATION

Date Opened
06/06/2025
Job Type
Full time
Work Experience
3-5 years
Industry
Software
City
Makati Commercial Center
State/Province
National Capital Region (Manila)
Country
Philippines

JOB DESCRIPTION

PSC Software®’s ACE® platform is a revolutionary electronic Quality Management System (eQMS), electronic Document Management System (eDMS), Learning Management System (LMS), and Inspection Management System. The ACE® platform is designed to streamline and simplify complex business processes. With its highly configurable, workflow-based system, the ACE® platform can adapt to any business process, providing real-time tracking, management, and reporting of all compliance, quality, and operational activities. The power of the ACE® platform is available in the following offerings that meet the needs of different clients.
ACE Enterprise® is our flagship software option that offers unparalleled flexibility and customization options that make it easy for businesses of all sizes to meet regulatory requirements while optimizing their operations.
ACE Essentials® provides an array of pre-configured workflows and standard operating procedures (SOPs) to ensure that businesses have a fully compliant, ready-to-go eQMS, eDMS, and LMS features right from the start.
ACE Inspection® is a comprehensive solution designed to streamline the regulatory inspection processes, track all inspection requests, and log notes in one centralized platform that helps to prepare and respond to FDA inspections, ISO audits, or other regulatory requirements.

REQUIREMENTS

• BA/BS degree (or higher) in Computer Science or a related technical field.
• 3+ years of experience in an L2 Application Support role, preferably within SaaS environments.
• Strong experience with configurable SaaS systems such as Veeva Vault, Atlassian JIRA, Trackwise, Qualio, MasterControl, ComplianceWire, and other Quality Management Systems (QMS) or Learning Management Systems (LMS).
• Ability to troubleshoot, diagnose, and resolve technical issues, ensuring client satisfaction and system performance.
• Excellent verbal and written communication skills in English.
• Strong customer service skills with the ability to manage escalations and support clients ranging from technical personnel to C-level executives.
• Detail-oriented and able to manage multiple priorities effectively.
• Experience with issue tracking systems (e.g., JIRA) and ticketing systems (e.g., Freshdesk, Zendesk, ServiceNow).
• Knowledge of SSO, Java, SQL, HTML, XML, JSON, SOAP, and REST API is a plus.

ABOUT THE ROLE:

We are seeking a skilled and experienced L2 Application Support Engineer to join our dynamic support team. This role is primarily responsible for providing advanced technical support for our configurable SaaS applications, ensuring smooth operation and client success. The ideal candidate will have hands-on experience with software administration, particularly in configurable systems such as Veeva Vault, Atlassian JIRA, Trackwise, and other eQMS or LMS platforms.
As an L2 Application Support Engineer, you will be the point of escalation for complex issues that cannot be resolved by client administrators. You will work closely with both clients and our internal Development team to ensure technical issues are addressed, solutions are found, and system uptime is maximized.

KEY RESPONSIBILITIES:

• Provide expert support for SaaS solutions, helping client administrators across various organizations with technical inquiries and application configuration.
• Troubleshoot complex issues related to SaaS platforms, including configuration, account management, and minor service disruptions.
• Investigate issues, gather data for analysis, set up test environments, and replicate problems to propose solutions or workarounds.
• Take ownership of tickets, prioritize based on SLA, and ensure timely resolution of issues, from minor configuration problems to critical system outages.
• Work closely with the L3 Support team to escalate and resolve critical production issues, ensuring effective communication with clients throughout the process.
• Collaborate with the Development and Product teams, providing client-facing support and building strong, professional relationships with users.
• Document solutions, workarounds, and knowledge articles within our Customer Service Portal.
• Regularly meet with the Senior Technical Support Manager to discuss trends, insights, and opportunities for continuous improvement.
• Provide timely support in multiple shifts:
• Tuesday to Saturday, 7:00 to 16:00 Philippine Time
• Tuesday to Saturday, 15:00 to 00:00 Philippine Time
• Tuesday to Saturday, 23:00 to 8:00 Philippine Time