Application Support Engineer

Key Responsibilities

• Provide L1, L2, and L3 technical and application support for day-to-day incidents, service requests, and technical issues.
• Monitor and manage the Service Management ticket queue, prioritising incidents and requests based on severity, business impact, and service commitments.
• Perform initial assessment, diagnosis, troubleshooting, and resolution of application incidents.
• Investigate issues across frontend/UI, REST APIs, backend services, databases, authentication, file exports, system configurations, and application environments.
• Analyse application logs, error messages, database queries, and system behaviour to identify the cause of incidents.
• Provide appropriate workarounds and permanent resolutions where possible and escalate issues to the relevant technical teams when required.
• Handle complex L2/L3 incidents and work closely with the Technical Lead and other technical teams to resolve high-priority and critical issues.
• Participate in root-cause analysis (RCA) for recurring and major incidents and recommend corrective and preventive actions.
• Support application deployment, configuration changes, system maintenance, and environment-related activities where required.
• Provide support across Development, UAT, and Production environments and ensure issues are properly tracked through to resolution.
• Fulfil service requests such as user access, password reset guidance, application configuration, environment-related queries, and other operational requests.
• Monitor system and application health and identify potential issues before they impact business users.
• Maintain clear and accurate records of incidents, troubleshooting activities, resolutions, and follow-up actions in the ITSM system.
• Provide timely updates to business users and stakeholders on incident status, expected resolution, and service restoration.
• Ensure support activities meet agreed SLA, response, restoration, and resolution targets.
• Support after-hours or critical incident escalation when required by the project or support arrangement.

Requirements

• Bachelor's Degree in Computer Science, Information Systems, Software Engineering, or an equivalent IT-related discipline.
• Minimum 3 years of experience in technical support, application support, production support, or a similar role, with hands-on experience providing L1 to L3 support.
• Strong experience in troubleshooting enterprise applications, APIs, databases, authentication, system configurations, and application environments.
• Hands-on experience with Java / Spring Boot applications, REST/JSON APIs, Vue 3 and/or Angular/React applications, and PostgreSQL/SQL is preferred.
• Good understanding of application architecture, APIs, databases, web applications, system integration, and common application issues.
• Experience supporting Linux-based applications and troubleshooting issues across Development, UAT, and Production environments.
• Experience with ITSM processes and tools, including incident management, service requests, problem management, and change management.
• Experience using Jira Service Management or similar ITSM/ticketing platforms is preferred.
• Strong troubleshooting and analytical skills, with the ability to investigate issues using application logs, database queries, error messages, monitoring tools, and system information.
• Experience conducting root-cause analysis (RCA) and handling recurring or high-priority incidents.
• Good understanding of ITIL principles and service management practices.
• Strong customer-service skills with the ability to communicate effectively with business users, managers, technical teams, and other stakeholders.
• Ability to manage multiple incidents and service requests simultaneously while maintaining appropriate priorities and meeting SLA requirements.
• Able and willing to work according to the required support coverage hours of Monday to Friday, 09:00 to 18:00 PHT.
• Self-motivated, proactive, organised, and able to work independently within a team.
• Good verbal, written, and interpersonal communication skills.
• Exposure to Azure App Service, Azure services, GitHub Actions, Flyway, or similar enterprise technologies is an added advantage.
• Experience supporting healthcare, SAP, or other enterprise business applications is an added advantage.