Discover your 100% YOU with MicroSourcing!
Position: SaaS Support Analyst
Location: Eastwood, Quezon City
Work setup & shift: Hybrid
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 a Senior Application Support Analyst, you will:
Manage and resolve complex cases escalated from Level 1 using structured diagnostic and root cause analysis methodologies
Perform advanced troubleshooting across application behavior, configuration, integrations, and data-related issues
Validate defect conditions and prepare clear, comprehensive technical documentation for Level 3/Engineering when code or schema changes are required
Ensure SLA-aligned case management, protecting service quality and enterprise commitments
Collaborate cross-functionally with Product and Engineering teams to drive issue resolution and continuous improvement
Mentor Level 1 Analysts, strengthening global support capability and escalation discipline
Contribute to knowledge management initiatives, documentation standards, and service improvement programs
Maintain structured troubleshooting processes and governance aligned with IT service management best practices
What You Need
Non-negotiables
At least 3 years of experience in application or SaaS support (or 5+ years hands-on experience with Quartex software)
Strong SQL proficiency with solid database diagnostic capability
Advanced troubleshooting skills across application, configuration, integration, and data layers
Strong understanding of IT concepts, structured problem-solving methodologies, and SLA governance
Excellent written and verbal communication skills with the ability to engage both technical and non-technical stakeholders
Preferred Skills/expertise
Experience working within structured support frameworks (ITIL knowledge desirable)
Experience mentoring or coaching junior analysts
Exposure to enterprise SaaS environments
Strong documentation and knowledge base management skills
Experience collaborating closely with Product and Engineering teams
–
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/
