Job description
Join Etrading Software Limited (Philippines) Inc., a forwardâthinking software solutions provider serving financial and trading platforms, as a Software Support Engineer / Application Support Engineer. This role is designed for technically curious professionals who value growth, wellâbeing, and meaningful impact. Based in Makati City, you will deliver topâtier application support to a diverse client base with a regular onâsite presence (2 times per month) to complement remote support. We offer a collaborative environment, structured career progression, and opportunities to expand your technical skill set while helping our customers succeed.
As a Software Support Engineer, you will be the frontline technical expert responsible for triaging, troubleshooting, and resolving issues across our software suite. Youâll work closely with product, engineering, and customer success teams to diagnose root causes, implement fixes, and document solutions to strengthen our knowledge base. You will monitor system performance, assist with deployments, and ensure service level agreements are met. Effective communication, customer empathy, and a proactive mindset are essential to delivering reliable software experiences that drive client satisfaction and longâterm partnerships.
This role blends remote support with regular onâsite engagements in Makati, giving you the opportunity to engage directly with customers, conduct demonstrations, and participate in handsâon training sessions. If youâre passionate about technology, customer success, and continuous learning, youâll thrive here and have a clear path to higherâlevel engineering or product roles.
Responsibility
- Provide timely technical support for software applications via ticketing systems, phone, and email
- Troubleshoot, diagnose, and resolve incidents to restore normal service levels
- Deliver on-site support 2x per month at customer locations in or near Makati
- Collaborate with product, engineering, and customer success teams to implement fixes and communicate status updates
- Maintain accurate documentation of issues, workarounds, and solutions in the knowledge base
- Monitor application performance, assist with patches, deployments, and preventive maintenance
- Assist with client onboarding, training, and demonstrations to ensure successful adoption
- Escalate complex problems appropriately and contribute to continuous improvement initiatives
Qualification
- Bachelorâs degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
- 2+ years of software or application support experience
- Strong problem-solving skills and customerâoriented communication
- Experience with ticketing systems (Zendesk, Jira Service Desk, Freshdesk, or similar)
- Solid troubleshooting skills with familiarity in SQL basics and operating systems (Windows, Linux)
- Understanding of APIs and integrations; exposure to cloudâbased SaaS apps is a plus
- Ability to travel for on-site visits (2x per month) and thrive in a fast-paced environment
- Collaborative mindset and willingness to document processes to enable scalable support