Software Support Engineer

Take Ownership of Software Reliability Across International Technology Operations Engineering excellence extends beyond writing code-it means ensuring technology performs when businesses need it most. Within Australia's expanding research technology industry, AI-powered platforms connect organizations with verified participants to deliver meaningful customer insights. The Software Support Engineer strengthens this ecosystem through advanced debugging, application monitoring, and BigQuery data integrity. Through Emapta, gain greater technical ownership, collaborate with international engineering teams, and build a rewarding career supported by competitive compensation, professional development, and a Top 1% experience for Top 1% talent. Snapshot Employment Type: Full-time Work Setup: Onsite, Quezon City Salary: Up to PHP 130,000 Shift: Day Shift, Weekends Off Benefits Day 1 HMO coverage with free dependent Competitive Salary Package Day Shift schedule Fixed weekends off Prime office location in Quezon City (Conveniently accessible by PUVs, with nearby restaurants and banks) Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.) Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/ ) Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer! Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!) Unlimited opportunities for employee referral incentives across the organization Standard government and Emapta benefits Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Fun engagement activities for employees Mentorship and exposure to global leaders and teams Career growth opportunities Diverse and supportive work environment Qualifications 5+ years of experience in software engineering, application support, product support, or a related technical role Hands-on experience with React, TypeScript, and Node.js Strong SQL skills for writing, reading, and troubleshooting queries, plus practical BigQuery experience for data validation and maintenance Deep understanding of product features, intended functionality, and expected behavior from both user and business perspectives Strong troubleshooting and debugging capability, with a structured approach to root-cause analysis and issue resolution Working knowledge of software testing, development methodologies, engineering workflows, and escalation processes Experience with monitoring and alerting platforms, ticketing systems, and workflow management Strong analytical judgment when prioritizing issues, handling escalations, and determining when broader engineering involvement is required Clear written communication skills for request triage, technical documentation, findings, and stakeholder updates High ownership and attention to detail, with the ability to work autonomously, maintain accurate records, follow issues through to completion, and seek support when needed Genuine interest in expanding technical expertise and working with evolving engineering tools and technologies Responsibilities Manage incoming development requests, including minor changes, configuration updates, data corrections, and technical support tasks, while providing clear timelines and progress updates. Investigate, reproduce, and resolve product bugs, determining whether reported behavior is a genuine defect or consistent with intended functionality. Prioritize bugs and technical requests based on urgency, customer impact, and business requirements. Maintain monitoring systems and alerts by responding to issues, refining thresholds, reducing unnecessary noise, and identifying coverage gaps before customers are affected. Keep alerts relevant, actionable, reliable, and supported by appropriate ownership and runbooks. Add, correct, and maintain BigQuery data points, ensuring the right product activities and events are accurately tracked and useful for downstream reporting and decision-making. Collaborate closely with product, support, data, and engineering stakeholders while reporting directly to the Engineering Manager and following established engineering processes and tools. Serve as a reliable bridge between business stakeholders and engineering, maintaining clear communication from request intake through resolution. Focus on maintaining the reliability, accuracy, and instrumentation of existing product functionality rather than primarily developing new features or performing manual pre-release testing. Apply sound judgment when prioritizing work, challenging unnecessary requests, resolving issues independently, and escalating significant technical blockers. Within the first three months, build sufficient product and codebase knowledge to make guided changes, contribute across request and bug queues, handle straightforward tickets independently, and interpret key BigQuery data points and monitoring alerts. By six months, independently manage requests and bugs from intake through resolution, meet agreed SLAs, maintain clear ticket statuses, resolve most issues autonomously, improve monitoring coverage, and strengthen BigQuery data accuracy and completeness. Join the Top 1% Talent. A Better Career. A Better Life. Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026 , Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence. Apply now and be part of the #EmaptaEra.