Maintenance and Support Engineer

TL;DR

Maintenance and Support Engineer (Software Applications): Providing enterprise-level technical support for software applications with an accent on incident diagnosis, SLA management, and customer communication. Focus on troubleshooting complex system issues, coordinating resolution and testing with development teams, and maintaining clear ownership through incident completion.

Location: Makati, NCR, Philippines

Company

Global technology company delivering secure, personalized consumer experiences that connect people to commerce through software, innovation, and business transformation.

What you will do

• Analyze, diagnose, troubleshoot, and resolve functional and system issues across software applications.
• Manage support requests against established service level agreements and ensure timely, accurate resolution.
• Own, monitor, track, and communicate incident status from escalation through completion.
• Coordinate joint resolution and testing with development, maintenance, support, and engineering teams.
• Communicate with customers through bridge calls to gather information and provide ticket updates.
• Provide technical guidance to less experienced team members and support escalated requests.

Requirements

• Diploma or equivalent work experience.
• 2–4 years of relevant experience in maintenance and support engineering, or an equivalent combination of education and experience.
• Good business English skills in written and spoken communication.
• Ability to investigate incidents, coordinate with multiple teams, and work toward SLA expectations.

Culture & Benefits

• Work in a global organization with colleagues across more than 130 countries.
• Culture centered on collaboration, decisiveness, urgency, adaptability, and accountability.
• Exposure to technology, innovation, and business transformation initiatives.
• Inclusive equal-opportunity workplace that values diverse talents and expertise.