L2 Application Support Engineer

🌟 We're Hiring: L2 Application Support Engineer! 🌟

We are looking for a skilled and motivated L2 Application Support Engineer to join our team in Singapore. The ideal candidate will possess strong problem-solving abilities and a solid understanding of application support processes, ensuring seamless operations and high user satisfaction.

📍 Location: Singapore, Singapore
⏰ Work Mode: Work From Office
💼 Role: Helpdesk L2 Application Support Engineer

Responsibilities
Incident & Application Support
● Provide second-line (L2) support for production and staging systems, handling escalations from L1 Support.
● Investigate application errors, system alerts, performance degradation, and integration issues.
● Restore services within agreed SLA/OLA timelines and ensure proper incident closure.

Troubleshooting & Root Cause Analysis
● Perform in-depth troubleshooting using logs, metrics, and monitoring tools.
● Conduct root cause analysis (RCA) for recurring or high-impact incidents.
● Propose and implement corrective and preventive actions to reduce incident recurrence.

Collaboration & Escalation
● Work closely with L3 engineers, DevOps, and vendors to resolve complex technical issues.
● Provide clear technical findings, logs, and evidence when escalating issues.
● Participate in incident bridges, post-incident reviews, and operational discussions.

Operational Excellence
● Monitor system health, alerts, dashboards, and logs to proactively identify issues.
● Execute approved configuration changes, patches, and operational fixes.
● Support deployment, release, and maintenance activities when required.

Automation & Continuous Improvement
● Contribute to automation of operational tasks, monitoring, and alerting where applicable.
● Identify gaps in runbooks, SOPs, and operational processes and drive improvements.

Documentation
● Maintain and update runbooks, troubleshooting guides, and knowledge base articles.
● Document incident resolutions and operational procedures clearly and accurately.

Security & Compliance
● Adhere to security, access control, and compliance requirements.
● Handle sensitive information in logs, tickets, and systems appropriately.
● Support audits, vulnerability remediation, and compliance checks when required.

Key Experiences and Qualifications We Seek
Educational Background:
● Diploma or higher in Computer Science, Information Technology, or a related field.
Professional Experience:
● 3–5+ years of relevant experience in application support, systems support, or operations roles.
● Experience supporting production systems in a high-availability or mission-critical environment.
Technical Expertise:
● Strong hands-on experience with:
○ Application log analysis and monitoring tools (e.g. AWS CloudWatch, Grafana, ELK, Google Analytics, etc)
○ Linux/Unix environments
● Working knowledge of cloud platforms (e.g. AWS services such as ECS, Lambda, S3, RDS).
● Basic database knowledge (MySQL, PostgreSQL) for health checks and simple queries.
● Basic knowledge on REST APIs, system integrations and authentication design
● Understanding of incident, problem, and change management processes.
Problem-Solving Skills:
● Strong analytical and troubleshooting skills.
● Ability to break down complex incidents into clear, actionable steps.
● Calm and methodical approach when handling production issues under pressure.
Operational Practices:
● Familiarity with ticketing and incident management tools (e.g. Jira, PagerDuty).
● Experience working with runbooks, SOPs, and on-call support rotations (if applicable).

Additional Skills (Bonus Points):
● Experience supporting cloud-native or microservices-based systems.
● Basic scripting skills (e.g. Bash, Python) for automation.
● Experience working in government, regulated, or large-scale enterprise environments.
● Knowledge of disaster recovery and business continuity planning.

Ready to take your career to the next level? 🚀 Apply now and be part of our success story!