Technical Support Engineer

About Shore360 :

Shore360 is a 100% Australian-owned BPO firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Roles and Responsibilities

Diagnose and troubleshoot software application issues, including errors, bugs, and performance problems Collaborate with software developers and other relevant teams to investigate and resolve complex application issues Respond to user inquiries via phone, email, or ticketing system and provide clear and concise explanations or instructions Assist in the testing and deployment of application hotfixes and new releases Ensure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time) Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time) Ensure that backlog tickets are updated promptly with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time) Ensure that the client is provided with any known workarounds immediately or within SLA timeframes Ensure that regular requests for follow-up are issued to tickets that are pending the client’s response daily When required, ensure testing is performed in test environments before the configuration is implemented into production environments Required to learn application configuration and apply understanding of infrastructure or development constraints for diagnosis Required to participate in product training to learn updates and support all Janison Products or Clients Participate in handover training for new clients transitioning into BAU Support Ensure regular participation is met in development sprint demos to maintain current knowledge of functional, operational, and technical aspects of the Janison products Escalate tickets into JIRA with the appropriate level of detail – Jira Bug template, for acceptable handover and assign the appropriate Scrum team Effectively and accurately communicate relevant product knowledge to clients and Janison staff promptly Determine feature requests that have been raised as an Incident and establish if the client is willing to fund the new feature request.