Application Support
Manila, Philippines On-site
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About the role
Job Description: • Acknowledge and respond to incidents within SLA timelines • Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5) • Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion • Escalate incidents to L2 within defined OLA timelines with complete details • Provide regular status updates based on incident priority • Follow approved support procedures, runbooks, and escalation processes • Maintain and update knowledge base articles and troubleshooting guides Requirements Qualifications • Bachelor’s degree in Computer Science, Information Technology, or a related field • 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support • Understanding of web-based applications and workflow-driven systems • Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint) • Basic understanding of Python logs and execution output • Exposure to AI chatbot or AI-based platforms • Experience supporting workflow-based or RAG systems is a plus • Familiarity with SLA/OLA-driven support environments • Ability to explain technical issues to non-technical users • Strong verbal and written communication skills • Can work Fully Onsite (San Miguel, Manila)
What you'll bring
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
- Understanding of web-based applications and workflow-driven systems
- Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)
- Basic understanding of Python logs and execution output
- Exposure to AI chatbot or AI-based platforms
- Familiarity with SLA/OLA-driven support environments
- Ability to explain technical issues to non-technical users
- Strong verbal and written communication skills
- Can work Fully Onsite (San Miguel, Manila)
- Experience supporting workflow-based or RAG systems is a plus