L2 Application Support Engineer

Geco Asia is Hiring!

We are looking for an L2 Application Support Engineer. In this role, you will provide second-level technical support for business applications, ensuring system stability, optimal performance, and timely resolution of incidents within agreed service levels.

Key Responsibilities

• Investigate and resolve application incidents escalated from support teams.
• Perform detailed troubleshooting, including log analysis, database queries, and system health checks.
• Conduct root cause analysis (RCA) for recurring or high-impact incidents and document findings.
• Implement approved configuration changes and minor application fixes.
• Coordinate with technical and non-technical stakeholders to ensure timely issue resolution within SLA requirements.
• Monitor application performance, system availability, and batch job execution.
• Support application deployments, release validation, and go-live activities.
• Maintain accurate incident records, technical documentation, and knowledge base articles.
• Assist with User Acceptance Testing (UAT) and post-release validation activities.
• Identify opportunities to improve processes, automate tasks, and reduce recurring incidents.
• Participate in incident calls and support bridges during critical production issues.
• Collaborate with product managers, technical leads, and cross-functional teams to support business-critical applications.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 2–4 years of experience in Application Support, Production Support, or a similar role.
• Strong troubleshooting, analytical, and problem-solving skills.
• Proven experience performing root cause analysis and documenting findings.
• Working knowledge of SQL and database query execution.
• Experience analyzing application logs and using monitoring tools.
• Familiarity with ITSM tools such as Jira, ServiceNow, HDA, or similar platforms.
• Understanding of Software Development Lifecycle (SDLC) principles.
• Knowledge of incident, problem, and change management processes.
• Excellent verbal and written communication skills with the ability to engage technical and non-technical stakeholders.
• Ability to work effectively under pressure during major incidents and production issues.
• Basic scripting or automation experience using PowerShell, Bash, or similar technologies is an advantage.
• Strong attention to detail and commitment to delivering high-quality support services.