Discover your 100% YOU with MicroSourcing!
Position: Senior Application Support Analyst
Location: Eastwood, Quezon City
Work setup & shift: Hybrid | Shifting
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 support using structured diagnostic and troubleshooting methodologies.
- Perform advanced investigation of application behavior, system configurations, integrations, and data-related issues to identify root causes.
- Validate software defects and prepare comprehensive technical evidence for escalation to Engineering and Product teams when code or schema changes are required.
- Act as the primary escalation point for complex support issues while ensuring adherence to SLA commitments and service quality standards.
- Mentor and support Level 1 Analysts through coaching, knowledge sharing, and guidance on troubleshooting best practices.
- Contribute to knowledge management initiatives, process improvements, and continuous enhancement of the global support function.
What You Need
Non-negotiables
- At least 3 years of experience in Application Support, SaaS Support, or a similar technical support environment, or 5+ years of hands-on experience with Quartex software.
- Strong SQL skills with the ability to perform database analysis, diagnostics, and troubleshooting.
- Solid understanding of IT concepts, application support processes, troubleshooting methodologies, and service management principles.
- Demonstrated ability to investigate and resolve complex technical issues across applications, integrations, and data environments.
- Strong communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
Preferred Skills/expertise
- Experience working within SLA-driven support environments.
- Knowledge of incident, problem, and change management processes.
- Experience collaborating with Product, Engineering, and cross-functional teams.
- Proven experience mentoring or coaching junior support analysts.
- ITIL certification or familiarity with ITIL-based support frameworks.
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.
