Application Support Engineer – Telco & Payment Solutions

DB AI TECHNOLOGY SDN. BHD.; Puchong; On-site; MYR 60,000 - 90,000; Full time

Job summary

DB AI TECHNOLOGY SDN. BHD. is seeking an Application Support Engineer to ensure high availability of telco and payment systems. You will troubleshoot real-time transactions, coordinate with L3 engineering and vendors, and uphold strict SLA targets.

The role covers Linux environments, databases, and API endpoints, with on-call shifts and a focus on log analysis, security, and performance monitoring.

Qualifications

• Bachelor's Degree or Diploma in IT, CS, or Software Engineering.
• Minimum 3 years hands-on experience in application support or IT operations.
• Familiarity with Linux, databases and scripting.
• Strong problem-solving and incident management skills.
• Experience with Linux networking and security basics.

Responsibilities

• Perform health checks and maintain high uptime across telco nodes and payment gateways.
• Monitor performance metrics using observability stacks (Grafana, Prometheus, ELK, Datadog).
• Lead incident resolution within defined SLA timelines.
• Write RCA reports and manage Jira tickets lifecycle.
• Debug across Linux, apps, APIs, databases and networks.
• Trace network issues and validate certificates and protocols.
• Build runbooks and SOPs.

Skills

Linux/Unix

Shell scripting

Python

Databases

APIs

Networking

Education

Bachelor's Degree or Diploma in IT/CS/SE

Tools

Grafana

Prometheus

Postman

Wireshark

Git

Jira

Firebase

MySQL

PostgreSQL

MongoDB

Redis

Job description

Application Support Engineer – Telco & Payment Solutions

The Application Support Engineer ensures the high availability, security and performance of critical telecommunications systems (Billing, Messaging and CRM system) and digital payment platforms (e-wallet and payment gateway). You will handle Level-2/3 incident management, real-time transaction troubleshooting and log analysis across cloud-native and hybrid environments. Acting as a technical liaison between internal Software Engineering (L3), development team and vendor, you will resolve operational issues and uphold strict SLA targets.

Key responsibilities

• Perform health checks and operational maintenance to ensure high uptime across live telco nodes, payment gateways and backend microservices
• Monitor system performance, API response latencies, memory/CPU metrics and transaction queues using modern observability stacks (Grafana, Prometheus, ELK Stack, Datadog)
• Lead incident resolution for application failures, payment processing errors and telco service disruptions under defined SLA timelines
• Perform root cause analysis (RCA) on production outages, write detailed RCA reports and manage ticket life cycles in Jira
• Debug across OS environments (Linux CLI, shell scripting), application servers, API endpoints (REST/GraphQL), databases (MySQL, MongoDB, PostgreSQL and Redis) and network layers
• Trace network, firewall and protocol issues across Wireshark payloads, SSL/TLS security certificates and telco/payment protocols (SMPP, Diameter, HTTP/2)
• Build and maintain runbooks, standard operating procedures (SOPs), system topology sheets and troubleshooting guides

About you

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Software Engineering or equivalent
• Minimum 3 years of hands-on experience in application support, IT operations or technical support (Fresh graduates with relevant internship experience in Linux, databases and scripting may be considered)
• Experience with Linux/Unix (RHEL, Ubuntu), Shell Scripting (Bash), Python and Automation scripts
• Experience with MySQL, PostgreSQL, MongoDB and Redis (writing complex queries, data fixes, log inspections)
• Experience with Linux networking, TCP/IP, Firewalls, Load Balancers (NGINX), WAF and OAuth2/JWT token validation
• Experience with Grafana, Prometheus, Postman, Wireshark, Git, Jira and Firebase
• Good written and spoken English
• Strong analytical mindset with high attention to detail during critical live system incidents
• Self-driven, able to work independently, and willing to participate in 24/7 rotational shifts and standby on-call support