Discover your 100% YOU with MicroSourcing!
Position: IT Application Support
Location: Eastwood, Quezon City
Work setup & shift: Onsite | Night Shift (US Hours)
Why join MicroSourcing
You'll Have
Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role
As an IT Application Support, you will:
Respond to customer-reported technical issues across multiple support channels, including ticketing systems, in-app support, email, and screen-sharing sessions.
Investigate, reproduce, and document product bugs with detailed technical context.
Log, triage, and track issues using Jira, ensuring proper categorization and prioritization.
Utilize Gleap (or similar tools) to collect screenshots, session recordings, and technical metadata for accurate issue replication.
Coordinate with Product and Engineering teams to prioritize, escalate, and resolve defects.
Follow up with customers to provide updates and close the loop once issues are resolved.
Maintain response time and resolution SLAs.
Contribute to refining support documentation, troubleshooting guides, and knowledge base materials.
Support QA workflows by providing detailed reproduction steps and validation feedback.
What You Need
Non-negotiables
2+ years of experience in technical customer support for a consumer-facing web or mobile product
Experience troubleshooting web and/or mobile applications
Strong written communication skills with the ability to explain technical issues clearly to both customers and engineers
Experience using Jira or similar ticket-tracking systems
Ability to manage multiple tickets simultaneously while meeting SLAs
Basic understanding of how web applications function (browsers, caching, APIs, client-server interactions)
Preferred Skills/expertise
Experience using Slack for internal communication
Experience with Gleap or similar bug-reporting tools
Familiarity with QA workflows and defect lifecycle management
Strong organizational skills and attention to detail
Calm, solution-focused approach when handling escalations
Precision-oriented mindset with clear and structured communication style
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
- Terms & conditions apply.
