Support Engineer (L2) - ERP
Support Engineer (L2) for ERP: own complex cases, troubleshoot with data and SQL, and collaborate with AU L3 to deliver clear, lasting solutions.
About the organization
The organization is one of Australia and New Zealand's leading business software companies, providing ERP, payroll, and workforce management solutions to mid-market businesses. Their product MYOB Acumatica is a highly configurable cloud ERP platform covering financials, inventory, workforce management, and payroll, used by hundreds of businesses across AU and NZ.
Why This Team Exists
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 MYOB's retained Australian L3 technical team on an ongoing basis, building a close working relationship that goes well beyond the initial transition period.
What You Will Be Doing
• 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 across MYOB Acumatica 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 MYOB's 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 We Are Looking For
• Experience in technical or application support for complex software ERP, payroll, workforce management, or comparable enterprise platforms.
• Structured troubleshooting capability able to isolate root causes using logs and diagnostic data, not just escalate immediately.
• Comfortable identifying and executing existing SQL scripts for known issues. You do not need to write new scripts from scratch.
• Able to identify whether an issue is on the ISV or API side and escalate appropriately deep API coding is not required.
• Professional written English the majority of support is digital and your communication must be clear and accurate throughout the case lifecycle.
• Comfortable picking up the phone proactively when it will produce a faster outcome for the customer or partner.
What Stands Out
• Acumatica ERP or payroll experience support or implementation background. This is not a hard requirement, but having this is highly valued.
• Experience with other ERP platforms such as SAP, Microsoft Dynamics, NetSuite, or Oracle is preferred.
• Payroll or workforce management platform support experience Employment Hero, KeyPay, Ceridian, ADP, or similar.
• SQL familiarity for diagnostic purposes.
• Experience supporting highly configurable or customisable enterprise software environments.
- Role type
- Information Technology Support
- Role
- Technical Support Engineer
- Locations
- Jollibee Tower, Ortigas Center, Pasig City
- Work Schedule
- AEST
- Shifting Schedule?
- Yes
- Shifts with Daylight Savings?
- Yes
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.