10142BRCompany Summary:As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com \n\n\n\nAuto req ID:10142BRExternal Job Title:Sr Help Desk EngineerPosition Responsibilities: + Support communication between Customer Care and Engineering teams by managing and communicating the status of cases, issues, and defects. + Use critical-thinking skills, technical/product knowledge, and interface with Subject Matter Experts to provide an advanced level of troubleshooting for escalated issues. + Ensure escalations are written clearly and concisely in English, with easy-to-follow steps to reproduce and other required information. + Escalate and interface with Software Engineers and Quality Engineers when issues cannot be resolved by the Help Desk. + Meet the Customer Care, Engineering, and Product Management to assist in the management of cases, issues, and defects. + Interacting with cross-functional teams and managers in a globally dispersed environment. + Provide regular and ad hoc reports to Customer Care and Engineering Management on the status of cases escalated to Engineering and the status of defects. + Leverage GenAI-powered diagnostic tools and AI-assisted pattern recognition to accelerate complex troubleshooting and identify solution patterns from historical case data. + Utilize AI agents for automated case classification, priority assessment, and intelligent routing to appropriate technical teams based on issue characteristics. + Employ GenAI for generating comprehensive, standardized escalation documentation with consistent formatting, technical detail extraction, and reproduction step optimization. + Deploy AI-enhanced reporting tools to automatically generate status summaries, trend analysis, and predictive insights for case resolution timelines and defect patterns. + AI-First Mindset Requirement: This role requires embracing an AI-first approach to work, where GenAI and agentic AI tools are viewed as essential collaborators rather than optional supplements. We expect team members who naturally think in terms of AI-enhanced workflows, proactively seek opportunities to integrate intelligent automation, and demonstrate curiosity about leveraging AI to solve complex technical support problems more efficiently. The ideal candidate approaches troubleshooting challenges by first considering: "How can AI help me diagnose this faster and better?" while maintaining high standards for accuracy, customer service, and technical precision. This mindset includes being comfortable with rapid AI tool evolution, eager to experiment with new AI diagnostic capabilities, and committed to sharing AI-enhanced troubleshooting approaches with team members. We value professionals who see AI as a productivity multiplier that enables focus on higher-value technical analysis and customer relationship management, rather than a replacement for human expertise and judgment in complex support scenarios. Work Location:Philippines, Makati City Qualifications: + A bachelor's degree in computer science, information technology, or similar. + 5+ years of hands-on experience supporting database-driven software applications. + Excellent written, verbal, and interpersonal communication skills in English. + Strong critical thinking, problem-solving, and research skills that translate to an ability to find solutions for customer problems when a solution is not immediately apparent. + Proficiency in Microsoft Office software and Microsoft Windows operating systems. + Self-starter and fast-learner with the ability to manage multiple priorities in a fast-paced environment. + General familiarity with software development life cycles. + Proficiency in prompt engineering for technical troubleshooting contexts, including crafting effective queries for AI-assisted diagnostic analysis and solution research. + Experience with AI-powered help desk tools, intelligent ticketing systems, and automated case management platforms. + Demonstrated ability to train and optimize AI agents for technical support workflows, including customizing AI responses for specific software applications and customer scenarios. + Familiarity with AI-enhanced documentation tools and automated report generation systems for technical support metrics and analysis. Nice to Have: + Ability to write SQL queries (SQL Server or Oracle) and analyze results. + Experience creating SharePoint 365 Lists with Power Apps forms. + Experience integrating AI APIs and tools into existing help desk workflows and customer support systems. + Knowledge of machine learning approaches for predictive issue resolution and automated troubleshooting decision trees. + Familiarity with AI-powered knowledge base systems and intelligent search tools for technical documentation and solution repositories. Travel Requirements:NoApplicant Privacy Notice:Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice (https://education.deltek.com/web/du\_internal/Recruitment/Applicant Privacy Notice.pdf) . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.Business Summary:The Deltek Engineering and Technology team builds best-in-class solutions to delight customers and meet their business needs. We are laser-focused on software design, development, innovation and quality. Our team of experts has the talent, skills and values to deliver products and services that are easy to use, reliable, sustainable and competitive. If you're looking for a safe environment where ideas are welcome, growth is supported and questions are encouraged – consider joining us as we explore the limitless opportunities of the software industry.