{"id":3677222,"url":"https://alion.io/job/shore360-technical-support-engineer-application-support-work-from-home","title":"Technical Support Engineer - Application Support ( Work-From-Home)","company":{"id":4491841,"name":"Shore360","domain":"shore360.com","url":"https://alion.io/company/shore360","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mabalacat, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Scrum","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-03T09:19:03Z","employer_posted_date":null,"last_verified_at":"2026-11-03T09:19:03Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"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.\nRoles and Responsibilities\nDiagnose and troubleshoot software application issues, including errors, bugs, and performance problems\n\nCollaborate with software developers and other relevant teams to investigate and resolve complex application issues\n\nRespond to user inquiries via phone, email, or ticketing system and \nprovide clear and concise explanations or instructions\n\nAssist in the testing and deployment of application hotfixes and new releases\n\nEnsure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time)\n\nEnsure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time)\n\nEnsure that backlog tickets are updated promptly with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time)\n\nEnsure that the client is provided with any known workarounds immediately or within SLA timeframes\n\nEnsure that regular requests for follow-up are issued to tickets that are pending the client’s response daily \n\nWhen required, ensure testing is performed in test environments before the configuration is implemented into production environments\n\nRequired to learn application configuration and apply understanding of infrastructure or development constraints for diagnosis\n\nRequired to participate in product training to learn updates and support all Janison Products or Clients\n\nParticipate in handover training for new clients transitioning into BAU Support\n\nEnsure regular participation is met in development sprint demos to maintain current knowledge of functional, operational, and technical aspects of the Janison products\n\nEscalate tickets into JIRA with the appropriate level of detail – Jira Bug template, for acceptable handover and assign the appropriate Scrum team\n\nEffectively and accurately communicate relevant product knowledge to clients and Janison staff promptly\n\nDetermine feature requests that have been raised as an Incident and establish if the client is willing to fund the new feature request. \n\nGather all details and send them to the Support Manager, Account Manager, and/or Product Owner to engage the client when required\n\nSupport testing SIT/UAT, report bugs and deficiencies identified in the product immediately\n\nCoordinate with the Support Team Lead on any site configuration changes to meet the client’s requirements to determine any costs or approval needed\n\nPrepare Post Incident Reports with the Support Team Lead if required\n\nPerform deep-dive analysis on incidents tagged for review to reduce escalations to Level 3 teams\n\nUpdate client site configuration documentation with any changes that have been made within agreed timeframes and uploaded to the knowledge bank\n\nCreate or update Knowledge Bank articles for identifying workarounds to be promoted to client-facing resources\n\nRequired Experience\nAt least 3 years' experience in a Technical IT Ops/System Admin role \n\nAt least 3 years of experience in a Customer Service role \n\nExperience in SaaS-based application support \n\nExperience in Microsoft Office Operating Systems\n\nExperience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, Freshdesk, Genesys\n\nMinimum Qualifications\nTertiary qualifications or equivalent experience \n\nGood understanding of computer systems (hardware, software, and applications), mobile devices, and other tech products\n\nExcellent problem-solving and logical aptitude \n\nAnalytical Mindset \n\nExcellent written and verbal communication skills\n\nUnderstanding of networks, databases, and other technology \n\nWork experience in technical writing of software documentation\n\nShoreXtra Perks\nHMO Coverage upon regularization\n\n20 Leave credits available upon regularization\n\nJoin our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club\n\nEngaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards\n\nBronze Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.\n\nStatutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays\n\nWork Set Up:\nWork-From-Home\n\nWork Schedule: Monday to Friday, 7:00 am to 4:00 pm (Rotational Schedule)\n\nOriginally posted on Himalayas","description_format":"text","description_chars":4705,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Military Logistics","IT Outsourcing & Dedicated 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