Application Support Engineer

PRIVASIA Technology Berhad; Petaling Jaya; On-site; MYR 33,000 - 67,000; Full time

Job summary

PRIVASIA Technology Berhad is seeking an L2 Application Support Analyst to support Procurehere, our e-procurement platform. You will investigate issues, resolve functional problems, and collaborate with developers and specialists to ensure timely resolution and clear communication.

The role covers incident triage, data validation via SQL, and maintaining knowledge-base articles while following change-control procedures. A diploma or degree in IT and 3+ years in SaaS support are preferred.

Qualifications

• Diploma or degree in IT/CS/IS or related field, or equivalent relevant experience.
• At least 3 years of application support experience with business applications or SaaS platforms.
• In-depth experience in incident investigation, triage and escalation, using Jira and diagnostic tools to identify causes and track issues through to resolution.
• Advanced SQL and database scripting skills, including complex queries, stored procedures and scripts for data validation and authorised data corrections.
• Ability to review application logs, troubleshoot web application issues and follow approved data correction procedures.
• Strong analytical skills and the ability to distinguish configuration issues, application defects and enhancement requests.
• Clear communication and documentation skills, with the ability to prioritise cases and follow through on resolution.

Responsibilities

• Review issues escalated by first-level support, obtain missing information, and assess priority based on business impact.
• Reproduce issues and investigate application workflows, settings, user permissions and data discrepancies.
• Review application logs and use SQL scripting/ queries to verify transaction records, trace data discrepancies and investigate application issues.
• Coordinate with developers, Business Analysts, testers and project teams, and follow up on cases through to closure.
• Maintain accurate ticket records, provide progress updates, and monitor service-level commitments and aging cases.
• Verify fixes and workarounds, and support production verification following approved releases.
• Identify recurring issues, contribute to corrective actions, and maintain troubleshooting guides and knowledge-base articles.
• Follow access, confidentiality and change-control procedures when handling application and customer data.

Skills

Incident investigation

Triage & escalation

Jira

SQL scripting

Data integrity

Analytical thinking

Communication & documentation

Issue prioritization

Education

Diploma or degree in IT/CS/IS or related field

Tools

Jira

Diagnostic tools

Job description

We are looking for an L2 Application Support Analyst to support Procurehere, our e-procurement platform. You will investigate application issues, resolve functional and configuration problems, and work with developers and other specialists to ensure timely resolution and clear communication.

Key Responsibilities

• Review issues escalated by first-level support, obtain missing information, and assess priority based on business impact.
• Reproduce issues and investigate application workflows, settings, user permissions and data discrepancies.
• Review application logs and use SQL scripting/ queries to verify transaction records, trace data discrepancies and investigate application issues.
• Coordinate with developers, Business Analysts, testers and project teams, and follow up on cases through to closure.
• Maintain accurate ticket records, provide progress updates, and monitor service-level commitments and aging cases.
• Verify fixes and workarounds, and support production verification following approved releases.
• Identify recurring issues, contribute to corrective actions, and maintain troubleshooting guides and knowledge-base articles.
• Follow access, confidentiality and change-control procedures when handling application and customer data.

Requirements

• Diploma or degree in Information Technology, Computer Science, Information Systems or a related field, or equivalent relevant experience.
• Preferably at least 3 years of application support experience with business applications or SaaS platforms.
• In-depth experience in incident investigation, triage and escalation, using ticket management tools such as Jira and diagnostic tools to identify causes and track issues through to resolution.
• Advanced SQL and database scripting skills, including complex queries, stored procedures and scripts for data validation and authorised data corrections, with a strong understanding of table relationships, transaction handling and data integrity.
• Ability to review application logs, troubleshoot web application issues and follow approved data correction procedures.
• Strong analytical skills and the ability to distinguish configuration issues, application defects and enhancement requests.
• Clear communication and documentation skills, with the ability to prioritise cases and follow through on resolution.