Application Support Engineer

USER Experience Researchers; Cyberjaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

USER Experience Researchers is seeking an Application Support Engineer in Malaysia to provide Level 2 support for an enterprise integration platform, monitor performance, and tune systems for reliability.

The role requires collaboration with developers, infrastructure teams, and vendors to resolve issues, document procedures, and meet SLAs while driving continual improvement for platform stability and uptime.

Qualifications

• Provide Level 2 (L2) support for the client's enterprise integration platform and related applications.
• Perform proactive and reactive platform monitoring to ensure high availability and uninterrupted service continuity.
• Monitor system performance, manage error rates, and perform performance tuning where required.
• Provide advanced troubleshooting for complex technical issues across the client's integration platform.
• Conduct in-depth root cause analysis (RCA) and collaborate with engineering teams to implement timely and sustainable resolutions.
• Work closely with developers, infrastructure teams, and third-party vendors to define and optimize integration patterns.
• Maintain accurate and up-to-date technical documentation, operational procedures, and support knowledge base.
• Ensure all incidents, service requests, and operational activities are completed within agreed Service Level Agreements (SLAs).
• Drive continuous improvement initiatives to enhance platform stability, reliability, and operational excellence.

Responsibilities

• Timely resolution of production incidents.
• Effective proactive and reactive platform monitoring.
• High platform availability and uninterrupted service continuity.
• Achievement of agreed operational targets and SLAs.

Skills

WebSphere App Server

Axway

webMethods

GXS

WMQ

Oracle SQL

SQL

UNIX

EDI Standards

XML

IDocs

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We are looking for an Application Support Engineer to provide second-level application support, platform monitoring, and performance tuning to ensure the stability, availability, and reliability of the client's enterprise integration platform. The role involves troubleshooting complex technical issues, collaborating with cross-functional teams, and maintaining operational excellence by meeting agreed Service Level Agreements (SLAs).Key Responsibilities

• Provide Level 2 (L2) support for the client's enterprise integration platform and related applications.
• Perform proactive and reactive platform monitoring to ensure high availability and uninterrupted service continuity.
• Monitor system performance, manage error rates, and perform performance tuning where required.
• Provide advanced troubleshooting for complex technical issues across the client's integration platform.
• Conduct in-depth root cause analysis (RCA) and collaborate with engineering teams to implement timely and sustainable resolutions.
• Work closely with developers, infrastructure teams, and third-party vendors to define and optimize integration patterns.
• Maintain accurate and up-to-date technical documentation, operational procedures, and support knowledge base.
• Ensure all incidents, service requests, and operational activities are completed within agreed Service Level Agreements (SLAs).
• Drive continuous improvement initiatives to enhance platform stability, reliability, and operational excellence.

Expected Work Results

• Timely resolution of production incidents.
• Effective proactive and reactive platform monitoring.
• High platform availability and uninterrupted service continuity.
• Achievement of agreed operational targets and SLAs.

Required Technical SkillsIntegration & Middleware

• IBM WebSphere Application Server (Basic)
• Axway
• webMethods (Advanced)
• GXS (Advanced)
• IBM WebSphere
• IBM WebSphere MQ (WMQ)

Database & Operating Systems

• Oracle SQL
• SQL
• UNIX

EDI & Data IntegrationGood understanding of EDI industry standards and data formats, including:

• ANSI X12
• EDIFACT
• TRADACOMS
• XML
• IDocs
• Proprietary Formats (Fixed Length, Delimited)

Communication Protocols

• Good knowledge of enterprise communication protocols used in integration environments.

Preferred Skills

• Strong analytical and troubleshooting skills with experience supporting production environments.
• Experience conducting root cause analysis (RCA) for complex incidents.
• Ability to collaborate effectively with developers, infrastructure teams, vendors, and other technical stakeholders.
• Strong documentation and communication skills.
• Experience working in SLA-driven support environments.
• Knowledge of enterprise integration and middleware technologies.