L2 Support Engineer (Payroll) | Onsite, Ortigas

Work setup: Onsite | Jollibee Tower, Ortigas

Shift Schedule: Morning, rotating

L2 SUPPORT ENGINEER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS AN L2 SUPPORT ENGINEER?

Our awesome client, a leading ERP software provider based in Australia is looking for an L2 Support Engineer to be part of their pioneer team.

• The organization is evolving its support model. Routine queries are now handled by AI. Complex technical issues the ones that require real investigation, structured troubleshooting, and genuine problem-solving are owned by this L2 team. You will work alongside the team's retained Australian L3 technical team on an ongoing basis, building a close working relationship that goes well beyond the initial transition period.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Own complex technical support cases from initial triage through to resolution not handing off after a first response.
• Replicate customer issues in a sandbox environment to confirm the problem and identify the correct resolution path.
• Identify and execute existing diagnostic scripts to resolve known issues efficiently.
• Troubleshoot configuration, data, workflow, and integration issues, you will specialise in a defined cluster of modules, not be expected to know all 30 from day one.
• Proactively call customers or partners when it will get a faster outcome you should not need to be asked to pick up the phone.
• Manage cases through the digital support portal with clear, professional written communication at every step.
• Escalate to the Australian L3 team when issues are genuinely novel with your investigation already documented.
• Work closely with the retained AU L3 team on an ongoing basis as the product evolves and new scenarios emerge.

WHAT ARE WE LOOKING FOR?

• Strong experience in providing Level 2 support for ERP systems
• Acumatica experience is highly preferred
• Payroll, HRIS, or workforce management platform experience is highly preferred (ADP, Employment Hero, Keypay, etc)
• Preferably with experience in other ERP platforms (SAP, Oracle, MS Dynamics, Netsuite)
• Knowledgeable with SQL
• Strong customer engagement experience and ability to resolve complex cases
• Good communication skills