Things to know before applying:

• You must have your own work equipment
• You are able to work remotely
• You can work full-time for this role
• Experience working with clients/companies outside PH is an advantage
• Only candidates who meet the requirements will be contacted
• You can start ASAP

Job Description:

We are seeking an IT Applications Engineer/Customer Support Engineer who can manage support tickets while identifying opportunities for process improvement through automation. The ideal candidate will have strong application development skills, problem-solving abilities, and the initiative to automate repetitive tasks. This role requires someone with the right attitude toward innovation and efficiency.

Key Responsibilities:

• Handle configuration changes to JSON-based scorecards
• Manage incoming technical support tickets
• Analyze ticket patterns to identify opportunities for automation
• Develop and implement automation solutions for repetitive tasks
• Work on automation projects with 2-week completion timeframes
• Continuously improve efficiency of support operations
• Handle customer tickets through to resolution, including customer inquiries, technical issues, and concerns
• Create how-to guides and educational material to deflect customer tickets
• Maintain and add to the Support Team Knowledgebase
• Phrase Library Management / New Scorecard Development / Existing Scorecard Enhancement
• Work closely within engineering team for escalated technical issues
• Identify and automate steps, as part of engineering team
• Database management using PostgreSQL, including querying, troubleshooting, and data modification
• Build internal tools to streamline support processes
• Cross-functional problem-solving across different parts of the platform
• Configuration Management: Handle configurations and changes to JSON-based scorecards
• Pattern Recognition: Within the first 3 months, identify patterns in recurring tickets
• Automation Development: Proactively develop automation solutions for suitable repetitive tasks
• Continuous Improvement: Maintain the right attitude toward identifying and implementing efficiency improvements

Qualifications:

• 1-3 years of relevant work experience in software development preferably in Python
• Experience troubleshooting and resolving customer issues
• Working with multi-disciplinary teams
• Excellent written communication
• Experience documenting process and procedures to scale team activities
• Experience with Zendesk, Jira, GitHub, Confluence, Intercom is desirable but not required
• Background in IT applications engineering (not infrastructure or systems administration)
• Demonstrated coding ability for application development
• Experience implementing automation solutions for manual processes
• Familiarity with JSON configuration and data structures
• Problem-solving skills with a proactive approach to efficiency improvement
• Experience working with SQL databases, particularly PostgreSQL
• Knowledge of database transactions and schema migrations
• Ability to "wear many hats" and adapt to various technical challenges

Tech Stack requirements:

• JSON: Strong understanding of JSON data structures and ability to make configuration changes to JSON-based scorecards
• Application Development: Experience with application-side engineering (not infrastructure/systems engineering)
• Programming Languages: Proficiency in Python for application development and automation
• JavaScript/TypeScript: Working knowledge for front-end troubleshooting
• SQL: Experience with PostgreSQL for database queries and data manipulation
• Ticketing Systems: Ability to quickly learn and work with technical support ticket management platforms
• Automation Tools: Experience with tools and frameworks for process automation, including Windmill
• AWS Cloud Services: Familiarity with services like S3 is a plus
• Git: Working knowledge of version control

Hiring Process:

• Phone screening
• Behavioral interview
• Client interview

About Adaca:

Adaca is at the forefront of bridging software development solutions by connecting Australian mid-tier companies with top-tier talents in the Philippines. Our unique approach is rooted in creating an employee-centric experience that fosters a simple, low-pressure environment for our developers. This philosophy not only enhances productivity but also delivers unparalleled value to our clients, fostering a cycle of growth and talent attraction.

Please refer to job description.