Application Support Engineer – Telco & Payment Solutions

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

Job summary

DB AI Technology SDN. BHD. seeks an Application Support Engineer to ensure high availability of telco and digital payment systems, including billing, messaging and CRM platforms.

You will handle Level-2/3 incidents, real-time troubleshooting and log analysis across cloud-native and hybrid environments. You will collaborate with Software Engineering, development teams and vendors to resolve operational issues and uphold strict SLA targets, while building runbooks and SOPs for future incidents and

Qualifications

• 3+ years in application support or IT operations.
• Proficient with Linux, databases and scripting for automation.
• Experience with observability tools and incident management.
• Strong written and spoken English; able to work in a global context.
• Willingness to participate in 24/7 on-call rotations.

Responsibilities

• Perform health checks and maintenance to ensure high uptime of telco nodes and payment gateways.
• Lead incident resolution for application issues and payment disruptions within SLA timelines.
• Analyze logs, trace issues, and conduct RCA on production outages.
• Coordinate with L3 engineering, development teams and vendors for problem resolution.
• Debug across Linux, servers, APIs, databases and network layers; run proactive fixes.
• Develop runbooks, SOPs, and topology diagrams to document procedures.

Skills

Linux/Unix

Python

Shell scripting

Networking

English

Education

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

Tools

Grafana

Prometheus

ELK Stack

Datadog

Postman

Wireshark

Git

Jira

Firebase

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