Senior L2/L3 Application Support Engineer – Java & AWS

Senior L2/L3 Application Support Engineer – Java & AWS

Location: Taguig City, Metro Manila
Work Setup: Onsite
Employment Type: Full-time

Job Summary

We are looking for an experienced Senior L2/L3 Application Support Engineer to handle complex application issues, perform root-cause analysis, and implement code fixes using Java and Spring Boot. The role involves escalated technical support, AWS infrastructure monitoring, deployment assistance, and collaboration with development and infrastructure teams to maintain reliable enterprise applications.

Key Responsibilities

• Handle Level 2 and Level 3 application support tickets, investigating complex technical issues and resolving escalations beyond basic troubleshooting.
• Perform root-cause analysis to identify recurring incidents, system defects, and application performance issues.
• Troubleshoot application errors, API failures, system integrations, and microservices-related issues.
• Implement minor bug fixes and application enhancements using Java, Spring Boot, or similar backend frameworks.
• Collaborate with software developers, infrastructure teams, and other stakeholders to resolve complex incidents and prevent recurrence.
• Monitor application performance and AWS infrastructure to help maintain system availability and reliability.
• Support application deployments, release verification, and post-deployment troubleshooting.
• Participate in code reviews, quality assurance testing, and validation of fixes before implementation.
• Manage support tickets through resolution, ensuring proper prioritization, escalation, and follow-through.
• Maintain technical documentation, incident reports, troubleshooting guides, and knowledge base articles.
• Identify opportunities for process improvement, automation, and AI-enabled support enhancements.
• Handle sensitive organizational and HR data in accordance with established security and confidentiality requirements.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
• At least 8 years of experience in application support, technical support, software engineering, or a related technical role.
• Demonstrated experience providing L2/L3 application or production support, including complex incident management and technical escalations.
• Hands-on experience with Java, Spring Boot, or similar backend development frameworks.
• Strong troubleshooting and root-cause analysis skills, with the ability to investigate issues beyond standard first-level support.
• Familiarity with RESTful APIs, microservices, system integrations, and enterprise application architecture.
• Experience working with cloud environments, preferably AWS.
• Familiarity with ticketing and service management platforms such as Jira, ServiceNow, or Odoo.
• Understanding of Agile workflows, software development practices, and application release processes.
• Strong documentation, analytical, and problem-solving skills.
• Excellent communication skills and the ability to work with both technical and non-technical stakeholders.
• Ability to manage competing priorities, take ownership of escalated issues, and follow through until resolution.

Nice-to-Have Qualifications

• Experience with SAP SuccessFactors or other Human Capital Management (HCM) platforms.
• Familiarity with event-driven architecture and middleware integrations.
• Exposure to frontend technologies such as React or SAP UI5.
• Experience integrating AI/ML APIs or implementing automation tools.

Work Arrangement

This is a full-time, onsite position based in Taguig City, ideal for a senior technical professional experienced in handling complex application issues, supporting production systems, and implementing backend fixes.

If you have strong L2/L3 support experience and hands-on Java and cloud technology skills, we encourage you to apply!

Work Location: In person