Technical Support Engineer

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. Roles and Responsibilities Diagnose and troubleshoot software application issues, including errors, bugs, and performance problems Collaborate with software developers and other relevant teams to investigate and resolve complex application issues Respond to user inquiries via phone, email, or ticketing system and provide clear and concise explanations or instructions Assist in the testing and deployment of application hotfixes and new releases Ensure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time) Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time) Ensure that backlog tickets are updated promptly with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time) Ensure that the client is provided with any known workarounds immediately or within SLA timeframes Ensure that regular requests for follow-up are issued to tickets that are pending the client’s response daily When required, ensure testing is performed in test environments before the configuration is implemented into production environments Required to learn application co