Application Support Engineer

dtcpay; Kuala Lumpur; On-site; MYR 89,000 - 167,000; Full time

Job summary

dtcpay is a MAS licensed payment service provider seeking an Application/Production Support Engineer in Kuala Lumpur to ensure production stability and rapid incident resolution. You will triage incidents, analyze logs and DB records, and coordinate with engineering to restore services on time.

The role emphasizes production operations and operational excellence, requiring English and Mandarin proficiency and full onsite presence at the office.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
• At least 3 years of experience in Software Development, Application Support, Production Support, or a similar technical role.
• Good understanding of application architecture and basic programming concepts.
• Hands-on experience with relational databases and SQL.
• Familiarity with REST APIs, webhooks, authentication, and integration scenarios.
• Experience using logs, API records, and database queries for initial triage.
• Strong analytical and problem-solving skills.
• Ownership mindset with excellent communication and cross-team coordination.
• Able to stay organized under pressure during live production incidents.
• On-site role with rotating shifts or on-call schedule.
• Proficiency in English and Mandarin.

Responsibilities

• Serve as the first point of contact for production incidents and alerts.
• Perform initial issue triage by analyzing logs, API requests, and DB records.
• Coordinate with engineering teams to resolve incidents through closure.
• Monitor third-party service status and incident notifications; communicate updates.
• Retrieve and analyze production data to support investigations.
• Maintain incident records, procedures, and ownership information.
• Collaborate with cross-functional teams to improve support processes.
• Role focuses on production support, not feature development.
• Participate in rotating shifts or on-call schedules.

Skills

Analytical thinking

Problem solving

Communication

Ownership mindset

Prioritization

Education

Bachelor's degree in Computer Science, Information Technology, Software Engineering

Tools

Grafana

ELK

CloudWatch

Prometheus

Jira

ServiceNow

Linux

SQL

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.

dtcpay is a MAS licensed payment service provider that bridges traditional finance and digital assets. We enable businesses to accept and make payments in both fiat and digital currencies, delivering secure, efficient, and seamless payment experiences across borders. As we expand globally, we are shaping the future of digital payments. We are also recognised as one of Singapore’s Top 10 Startups in the LinkedIn Top Startups 2025 list, a reflection of our momentum and the exciting journey ahead for our team.

We are looking for a proactive and detail-oriented Application/Production Support Engineer to ensure the stability and reliability of our production systems. You will be the first point of contact for production incidents, working closely with engineering teams to investigate issues, coordinate resolutions, and minimize service disruption. This role focuses on production operations and technical support rather than feature development, making it ideal for engineers who enjoy troubleshooting, system analysis, and working in a fast-paced environment.

What You'll Do

Serve as the first point of contact for production incidents, system alerts, and technical support requests.

Perform initial issue triage by analyzing application logs, API requests, database records, and other available technical information.

Gather relevant information, identify the appropriate engineering team, and coordinate issue resolution until closure.

Monitor third-party service status, maintenance schedules, and incident notifications, assessing potential business impact and communicating updates to internal stakeholders.

Retrieve, validate, and analyze production data to support operational requests and incident investigations.

Maintain accurate incident records, support documentation, operational procedures, and ownership information.

Collaborate with cross-functional teams to improve production support processes and operational efficiency.

This role focuses on production support and operational excellence and does not involve routine product feature development.

What We're Looking For

Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.

At least 3 years of experience in Software Development, Application Support, Production Support, or a similar technical role.

Good understanding of application architecture, project structure, and basic programming concepts to support issue investigation.

Hands-on experience working with relational databases and SQL, with the ability to analyze and validate production data.

Familiarity with REST APIs, webhooks, authentication mechanisms, and common application integration scenarios.

Experience using application logs, API records, and database queries to perform initial production issue triage.

Strong analytical and problem-solving skills with the ability to prioritize and manage multiple production issues effectively.

Strong ownership mindset with excellent communication skills and the ability to coordinate across technical teams until issues are fully resolved.

Able to remain calm and organized while working under pressure during live production incidents.

Experience with Linux environments, monitoring tools, logging platforms, alerting systems, or ticketing systems (e.g., Grafana, ELK, CloudWatch, Prometheus, Jira, ServiceNow) is an advantage.

Participate in a rotating shift or on-call schedule when required to support production operations.

Proficiency in both English andMandarinas you will need to work closely with Chinese vendors.

The role is based fully onsite, requiring your presence in the office.