INTL - SaaS Support Engineer (Manila, Philippines)

Insight Global is seeking a SaaS Support Engineer for a top technology client. This candidate will join a highly collaborative SaaS Engineering team responsible for supporting and optimizing a diverse application ecosystem. The ideal individual will bring strong experience across major SaaS platforms, identity management technologies, APIs, and automation development. This role will focus on handling complex Tier 3 escalations, improving operational efficiency through automation, documenting processes, and partnering with stakeholders to enhance the overall SaaS environment. The team is looking for a self-starter who enjoys solving challenging technical issues, driving continuous improvement, and empowering users through scalable engineering solutions.

Day-to-Day:

• Triage and resolve Tier 3 escalations from IT Support teams

• Support internal users and stakeholders with complex SaaS-related issues

• Document existing processes, procedures, and operational standards

• Identify work that can be shifted to lower-tier support teams

• Build automations to reduce manual effort and ticket volume

• Partner with cross-functional teams on SaaS platform improvements

• 5+ years of IT Engineering / SaaS Administration experience

• 4+ years working with SCIM provisioning, APIs, and automation development

• Strong hands-on experience with Google Workspace Administration and Slack Enterprise Grid

• Experience with Okta and identity/access management

• Experience integrating and troubleshooting REST APIs

• Knowledge of SAML, OAuth, and SCIM

• Experience creating automations using Python or similar scripting languages (PowerShell not preferred)

• Working knowledge of source control/version control systems

• Excellent communication and interpersonal skills

• Able to independently troubleshoot complex SaaS issues and escalated tickets * Experience with the following tools:

o Airtable

o Miro

o SailPoint

o Jira/Confluence

• Google Apps Script experience

• JavaScript development experience

• Experience evaluating and leveraging AI capabilities within SaaS platforms