Junior Software Support VO0001

Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!

Are you ready to be part of a professional community thats powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!

Role: Junior Software Support

Location: Makati | Hybrid - 2-3x a week onsite, shifting schedule

About Us

At hammerjack, were not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

Our Impact

Over the years, weve built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.

Duties And Responsibilities

• Provide first-line technical support to customers by diagnosing, reproducing, and analysing software issues.
• Investigate API-related problems by reviewing requests/responses, inspecting HTTP status codes, and analysing REST/GraphQL behaviour.
• Troubleshoot application errors by forming hypotheses, validating them through logs and configuration checks, and documenting findings.
• Reproduce customer-reported issues using test environments, sample payloads, and developer tools.
• Collaborate with engineering teams to escalate complex issues with clear, structured documentation (steps, evidence, logs).
• Analyze log data using tools such as Application Insights, Log Analytics, or equivalent cloud monitoring platforms.
• Support identity and authentication troubleshooting, such as OIDC/SAML configuration issues, token validation, redirect problems, or JWT-related errors (with training if needed).
• Decode and inspect JWTs to validate claims or identify common issues (expiry, wrong audience/issuer).
• Assist with configuration reviews for customer integrations, including API keys, endpoints, redirect URIs, and authentication settings.
• Document issues clearly and thoroughly, including troubleshooting steps taken, root-cause insights, and recommended actions.
• Communicate technical findings to both technical and non-technical stakeholders in a clear and structured manner.
• Follow runbooks and standard procedures, while contributing improvements when gaps are identified.
• Participate in knowledge base creation, including writing or updating technical articles, troubleshooting guides, and FAQs.
• Support onboarding of new customers by assisting with integration validation or initial configuration checks.
• Maintain a customer-first mindset, ensuring timely follow-ups and issue resolution that builds customer trust.
• Collaborate closely with peers to share context, ensure smooth handoffs, and continuously improve support processes.
• Stay up to date with relevant technologies (JavaScript/TypeScript, GraphQL, cloud tools, identity/authentication patterns).
  
  

• Able to read and construct simple queries/mutations.
• Understands concepts like schema, types, fields, variables, and errors.
• Can interpret typical GraphQL error responses and use them in troubleshooting.

• Reproduce it systematically.
• Form a hypothesis about likely causes.
• Check logs and configuration to confirm or rule out ideas.

• OpenID Connect (OIDC)
• SAML

• Client/application registration
• Redirect URIs, scopes, claims, and tokens
• IdP vs SP / RP (e.g. Azure AD/Entra, Okta, Ping)

• Public vs private keys, the idea of signing, verifying, encrypting and decrypting and the role of each key in these processes.
• Why signatures are used to validate tokens and avoid tampering.
• Preferably possess a high-level understanding of OIDC JWKS endpoints or public key discovery

• Structure: header, payload, signature.
• Difference between an encoded vs decoded token.

• Decode a JWT using standard tools.
• Inspect claims (subject, issuer, audience, expiry, etc.).
• Spot obvious issues (expired token, wrong audience, wrong issuer).
• Exposure to Azure or another major cloud platform.
• Comfort with log analysis:
• Using tools like Azure Workbooks, Application Insights, or Log Analytics.
• Filtering and searching logs by:
• Time range
• Request ID / correlation ID
• Error codes / specific message text.
• Strong written English:
• Can document an issue clearly:
• Steps to reproduce.
• Expected vs actual behaviour.
• Evidence collected (logs, screenshots, timestamps, sample requests/responses).
• Can summarise technical findings so non-developers can understand them.
• Comfortable communicating with technical stakeholders (developers, architects, customer technical contacts).
• Able to follow structured runbooks and also adapt when the situation is not yet documented.
• Customer-oriented: aims to resolve the customer’s problem and maintain trust.
• Analytical and curious: enjoys digging into problems and learning new technologies (identity, tokens, cloud, GraphQL).
• Detail-focused: careful with timestamps, timezones, identifiers, configuration values and reproduction steps.
• Resilient under pressure: can manage multiple open issues without losing structure.
• Team-player: willing to escalate appropriately, hand off cleanly and share context with others.
  

• Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
• Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
• Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
• Dynamic Open Spaces: Conducive for productivity and creativity.
• State-of-the-Art Security: Ensuring your safety and peace of mind.
• Game Rooms: Take a break and unwind with our recreational facilities.
• Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
• Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
• A Supportive Community: Join a diverse and inclusive team thats dedicated to your success.
• Global Impact: Be part of something bigger and make a difference on a global scale.