SaaS Support Engineer (Australian Client/Day Shift)

About Brainbox

Brainbox is different from every other BPO. It’s not just the amazing culture, strong brand, loyal customers, and talented staff - it is deeper than that. The Brainbox core value of ‘Always Be Kind’ is embedded in every policy, decision, and every day. We develop our people, and the Philippines management team is all Filipinos. Everything we do aims to provide people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love what they do and become the best versions of themselves.

We are seeking a skilled and customer-focused Technical Support Specialist who resolves complex platform issues, supports configuration and customisation, and ensures a stable, high-quality user experience across production environments.

Key Responsibilities

• Provide first-line and advanced technical support via tickets, email, and video calls
• Diagnose, reproduce, and resolve SaaS platform issues
• Investigate issues using SQL, browser tools, logs, and Java code review
• Develop and troubleshoot JavaScript customisations
• Configure workflows, templates, and use cases in staging and production
• Escalate bugs to developers with clear replication steps and logs
• Maintain high-quality documentation and contribute to knowledge bases
• Support professional services and pre-sales demo configurations

Systems & tools expected

• SaaS platform
• SQL databases (querying and diagnostics)
• JavaScript (browser-based scripting)
• Java (codebase navigation and understanding)
• Git/version control
• Ticketing systems (e.g. Jira, Zendesk or similar)
• Optional: basic exposure to AWS environments

What we’re looking for

• 2+ years in SaaS, software support, or technical application support 
• Strong analytical and troubleshooting skills 
• Solid experience writing SQL queries 
• Working knowledge of JavaScript 
• Comfortable reading and navigating Java code 
• Clear written and verbal English communication 
• Able to work independently and manage priorities 
• Experience supporting overseas clients is highly regarded 

Nice to have

• Exposure to AWS or cloud infrastructure
• Experience in engineering, inspections, or asset management platforms
• Familiarity with Git and version control

Perks

• Attractive and competitive salary
• Tenure-based and Performance-based incentives
• Paid time off
• Unlimited cash incentives for hired referrals
• Engagement and Recognition programs
• HMO on day 1
• Work-life balance with a 37.5h week and free weekends
• International career growth and clients
• Opportunities to travel abroad
• Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants
• Fun and inclusive working environment and great working culture
• Dedicated local support with local Management, HR, onboarding, payroll, and ICT
• Access to unlimited training and micro-competencies to advance your skills

This role is subject to a number of skills and practical tests.

This position is an onsite role at our Pampanga office. Candidates must be willing to work on-site.