Application Support Engineer – Telco & Payment Solutions

About the role

The Application Support Engineer ensures the high availability, security and performance of critical telecommunications systems (Billing, Messaging and CRM system) and digital payment platforms (e-wallet and payment gateway). You will handle Level-2/3 incident management, real-time transaction troubleshooting and log analysis across cloud-native and hybrid environments. Acting as a technical liaison between internal Software Engineering (L3), development team and vendor, you will resolve operational issues and uphold strict SLA targets.

Key responsibilities

• Perform health checks and operational maintenance to ensure high uptime across live telco nodes, payment gateways and backend microservices
• Monitor system performance, API response latencies, memory/CPU metrics and transaction queues using modern observability stacks (Grafana, Prometheus, ELK Stack, Datadog)
• Lead incident resolution for application failures, payment processing errors and telco service disruptions under defined SLA timelines
• Perform root cause analysis (RCA) on production outages, write detailed RCA reports and manage ticket life cycles in Jira
• Debug across OS environments (Linux CLI, shell scripting), application servers, API endpoints (REST/GraphQL), databases (MySQL, MongoDB, PostgreSQL and Redis) and network layers
• Trace network, firewall and protocol issues across Wireshark payloads, SSL/TLS security certificates and telco/payment protocols (SMPP, Diameter, HTTP/2)
• Build and maintain runbooks, standard operating procedures (SOPs), system topology sheets and troubleshooting guides

About you

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Software Engineering or equivalent
• Minimum 3 years of hands-on experience in application support, IT operations or technical support (Fresh graduates with relevant internship experience in Linux, databases and scripting may be considered)
• Experience with Linux/Unix (RHEL, Ubuntu), Shell Scripting (Bash), Python and Automation scripts
• Experience with MySQL, PostgreSQL, MongoDB and Redis (writing complex queries, data fixes, log inspections)
• Experience with JavaScript/TypeScript, Java/Node.js, RESTful APIs, JSON/XML, GraphQL and Webhooks
• Experience with Linux networking, TCP/IP, Firewalls, Load Balancers (NGINX), WAF and OAuth2/JWT token validation
• Experience with Grafana, Prometheus, Postman, Wireshark, Git, Jira and Firebase
• Good written and spoken English
• Strong analytical mindset with high attention to detail during critical live system incidents
• Self-driven, able to work independently, and willing to participate in 24/7 rotational shifts and standby on-call support