Software Support Engineer – Mid Shift

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Platinum Outsourcing

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

🤝 B2B

🎯 Recruiter

B2B • Recruitment

Platinum Outsourcing is a Philippines-based outsourcing firm (founded 2019) that helps Australian and US businesses access offshore teams in the Philippines and Indonesia. It provides outsourced staff across Creative & Development (software engineering, marketing, design), Customer Support (call centre teams, email & web chat support, virtual assistants), Accounting & Finance (accountants, bookkeepers, payroll, AP/AR), and Back Office & Administration (data entry, IT support, logistics support, purchasing). The company handles recruitment, onboarding, training, payroll and ongoing support from secure delivery centres, positioning itself as a B2B provider that reduces operating costs for SMEs through full-time offshore hires.

📋 Description

• Act as the first point of contact for client-reported issues, triaging and prioritising incidents based on severity and business impact. • Reproduce, diagnose, and resolve software and data issues, escalating to the engineering team where required. • Track incidents, service requests, and their resolution to ensure timely closure and clear communication with clients. • Monitor application and infrastructure health, proactively identifying and addressing potential issues before they impact clients. • Maintain accurate support documentation, known-error records, and knowledge base articles. • Gather, analyse, and document client requirements, translating them into clear tickets and user stories with acceptance criteria for the engineering team.

🎯 Requirements

• Experience using Jira for issue tracking and software development • Exposure to Confluence (documentation) is preferred • Hands-on experience with Python for scripting, automation, or application support • Hands-on experience with SQL for querying data • Experience supporting or working with Microsoft Azure cloud services • Familiarity with Terraform or infrastructure-as-code • Experience in a software support, technical support, or similar client-facing technical role • Understanding of Agile/Scrum or similar delivery methodologies is preferred • Ability to manage multiple issues simultaneously in a fast-paced, remote-first environment

🏖️ Benefits

• HMO Day 1 (Primary and Dependent) • Above market compensation package • Quarterly Massages • Regular team building and company activities • Unlimited opportunities for employee referral incentives • Diverse and supportive work environment • Brand new IT equipment