Application Support Engineer (L2)

The role will be responsible for supporting VS Application for our client, as an Application Support Engineer (L2). The ideal candidate will be assigned to Incident & Issue management for VS 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
• 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

Requirements

• Bachelor’s degree in computer engineering, Computer Science, or IT
• Minimum 3+ 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.
• The candidate will work in a hybrid setup, consisting of 3 days onsite and 2 days work from-home per week.
• The candidate must be willing to work at the clients site when assigned.
• The candidate should be amenable to working on weekends and mid-shift schedules as required (e.g., 3:00 PM to 12:00 AM to align with the clients store closing operations).
• This position is primarily responsible for providing SLA-based Production Support services to clients and may require coverage across a 7-day operational schedule

Benefits

• Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
• Health Insurance
• Standard Leave (Emergency, Sick, and Vacation)