Application Support Engineer (L2)

ROLES & RESPONSIBILITIES

The role will be responsible for supporting Application System for projects as an Application Support Engineer (L2). The ideal candidate will be assigned to Incident & Issue management for Application, Technical troubleshooting, support deployment activities, and documenting known issues and solutions.

Key Responsibilities:

• Handles Incident & Issue Tickets that require deeper technical analysis
• Investigate application errors, system failures, and performance issues
• Participate in performing root cause analysis (RCA) for recurring incidents
• Provide timely fixes or workarounds to restore service
• Analyze logs, and database queries
• Reproduce issues in test or staging environments
• Work with technologies like SQL, scripts, or monitoring tools
• Support deployment activities (patches, hotfixes, minor releases)
• Validate application functionality after releases
• Coordinate with DevOps during rollouts
• Identify performance bottlenecks and recommend improvements
• Ensure SLAs (Service Level Agreements) are met
• Act as a bridge between L1 support (client) and L3 teams (Developers/DevOps)
• Escalate complex bugs with detailed analysis and logs
• Communicate with stakeholders about issue status and resolution timelines
• Maintain runbooks, SOPs, and troubleshooting guides
• Document known issues and solutions

Qualifications:

• Bachelor’s degree in computer engineering, Computer Science, or IT
• Minimum 8 years of work experience as Application Support Engineer
• Knowledge and work experience in SQL, scripting, and analyzing logs
• Good analytical skills, problem determination, attention to detail, teamwork, and communication skills.
• Experience in ITIL is a plus.

Must-Have Skills:

• Good troubleshooting and analytical skills
• Must have good understanding in Messaging & Event Streaming (KAFKA) e.g.  brokers, topics, partitions, producers, consumers, etc.
• Must have good understanding in performance tuning, message offsets, troubleshoot delayed messages
• Knowledge in SQL Database, required
• Knowledge in Cloud (i.e. AWS), Linux
• Knowledge in APIs (json, postman, swagger), and monitoring / logging tools (e.g. grafana)
• Understands POS/Retail Business processes
• Good communication and documentation skills

Work Arrangement:

Under normal circumstances, you will be expected to work either at our office or on a customer site 3 times a week, with the flexibility to work from home twice a week.

However, depending on the project phase, you may be required to:

• Work on-site at the customer’s project location for the entire week.
• Work outside of standard office hours based on project needs.