About the job Application Support Specialist (Tier 2)
Position Title: Application Support Specialist (Tier 2)
Work Set Up: On-site
Schedule: 9:00 PM - 6:00 AM PH Time
Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga
Quick Rundown:
We are looking for a curious, adaptable, and solutions-oriented Tier 2 Application Support Specialist to join our team. This role focuses on application-level troubleshooting and support rather than general technical help desk tasks. You will play a critical role in identifying, diagnosing, and resolving issues escalated from Tier 1 support, working closely with internal teams to ensure smooth application performance and a positive user experience.
This position is ideal for someone who excels at problem-solving, enjoys learning new systems, and thrives in a collaborative environment. Prior experience with specific applications is not required what matters most is your ability to think critically, troubleshoot thoughtfully, and grow into a deep understanding of our software.
What Youll Do:
Investigate and resolve application issues escalated from Tier 1 support, focusing on functionality, performance, and user-reported concerns.
Use logs, available tools, and data to analyze and pinpoint root causes of issues not just symptoms.
Collaborate with product, QA, and development teams to escalate bugs, clarify requirements, and recommend solutions or workarounds.
Document findings, resolutions, and support processes to expand internal knowledge and reduce recurring issues.
Monitor trends and recurring problems to identify areas for improvement or further investigation.
Proactively seek to understand how different applications and systems interact, drawing meaningful connections that can improve support quality and resolution times.
Continuously expand your understanding of our applications and user workflows to increase your impact and effectiveness in resolving complex issues.
Take ownership of your support space looking beyond immediate fixes to uncover and help resolve systemic or root-level issues.
Contribute to team discussions and strategy around improving customer experience and support workflows.
What Were Looking For:
Experience in a customer-facing or internal support role involving troubleshooting or application-level problem resolution.
Strong analytical and critical thinking skills.
Effective written and verbal communication, especially when explaining technical issues to non-technical audiences.
Self-starter with the ability to manage and prioritize tasks independently.
Eagerness to learn new systems and contribute to team success.
Bachelor's degree or equivalent experience
3+ years of relevant experience with software application support and tier 2 troubleshooting
Experience supporting applications in cloud environments using Microsoft Azure, Windows OS, SQL
Ability to identify potential software enhancements and analyze user needs
Experience with Continuous Integration tools like Jenkins, Azure DevOps, GitHub Enterprise
Familiarity with build and dependency management tools such as Maven, Gradle, Ant, Octopus Deploy
Proficiency in scripting languages including PowerShell, Groovy, Python, Bash, JavaScript
Experience with source control systems like Git and SVN
Knowledge of Microsoft T-SQL or PL/SQL
Excellent analytical and critical thinking skills
Previous experience in the Software industry
Experience with monitoring tools such as Azure App Insights, Grafana, Datadog, Splunk
Some coding experience with .Net, Java, Python, or equivalent
Why Youll Love Joining the CO Fam!
At Clark Outsourcing, were redefining what it means to work in a BPO. This isnt your regular office setup - its where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise youll have to experience it yourself to believe it.
Heres whats in store for you:
Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.
Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.
Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.
Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.
Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.
Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!
At CO, its not just about work - it's about loving where you work. Ready to experience the best workplace ever? We cant wait to welcome you to the team!