Application Support
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Before you apply
LocationManila, Metro Manila, Philippines
Work modeon-site
Typefull-time
SeniorityEntry
Experience1–3 yrs
Company size501–1,000 people
PostedDec 15, 2025 · 10mo ago
Verified live2d ago
May no longer be actively hiring
Posted by the company on Dec 15, 202591% of this company's open roles have been listed for 90+ days
At a glanceSummarised by Seekless from the posting.
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
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
Experience supporting workflow-based or RAG systems
Can work Fully Onsite (San Miguel, Manila)
Skills
Python
RESTful APIs
SaaS
SharePoint
AI chatbot
RAG systems
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)
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