Application Support Engineer

Payreto; Makati; On-site; PHP 558,000 - 781,200; Full time

Benefits offered by this job

Competitive Salary Packages

Professional Development Opportunities

Hybrid Work Setup

Equipment Provided

Day 1 HMO

Life Insurance

Job summary

Payreto is looking for an Application Support Engineer based in Makati, Philippines. This role involves providing technical support and maintenance for business applications ensuring high performance and user satisfaction.

The ideal candidate will have at least 3 years of experience in application support, knowledge of cloud technologies, and strong analytical skills. Join us to contribute to our goal of improving application functionality and efficiency.

Qualifications

• Minimum 3 years in an application/production support role, preferably in the payments industry.
• Operational experience in a 24/7 high availability environment.
• Passionate about resolving customer issues.

Responsibilities

• Provide application support for client products.
• Maintain application health through proactive monitoring.
• Collaborate with support teams for issue resolution.

Skills

Strong analytical abilities

Troubleshooting and problem-solving skills

Strong documentation and communication skills

Experience with ITSM tools like ServiceNow and Jira

Education

Bachelor’s Degree in IT or related field

Tools

Postman

Jira Helpdesk

Job description

What We Offer

• Competitive Salary Packages
• Professional Development Opportunities
• Hybrid Work Setup
• Equipment Provided
• Day 1 HMO
• Life Insurance

POSITION OVERVIEW

The Application Support Engineer is responsible for providing technical support, maintenance, and improvement of business applications to ensure reliable performance and user satisfaction. This role involves troubleshooting application issues, analyzing root causes, coordinating with internal teams and vendors for resolution, and assisting in system enhancements that improve functionality and efficiency.

WHAT WILL YOU DO?

• Provide application support for client products
• Maintain the health of the applications by regular proactive monitoring and remediating any issues related to application availability and/or performance
• Collaborate with external/internal support teams to ensure smooth functioning of the application and resolution of issues
• Collaborate with internal/external developers for bug fixes/product enhancements
• Execute incident management processes; business communication, notification, escalation, and ensuring root cause analysis is completed and permanent corrective actions are implemented.
• Responsible for IT change management process including participation in Change Advisory Board (CAB) and performing impact assessment of potential changes executed by key service providers
• Provide after-hours support for incidents and changes including participation in the 24/7 on-call roster
• Support project work; production/non-production testing, operational support process/documentation, implementation support.
• Develop and maintain internal/external knowledgebase articles
• Identify process improvement opportunities and proactively work to address this via implementing automated solutions

WHAT SHOULD YOU HAVE?

• Bachelor’s Degree in any field (Preferably in technical courses such as IT, Computer Science, Computer Engineering)
• Minimum3 years in an application/production support role or equivalent preferably in payments industry.
• Operational experience in a 24/7 high availability, real-time payments processing environment
• Strong documentation and communication skills
• Strong analytical abilities, troubleshooting, and problem-solving skills
• Experience in usingITSM toolse.g. ServiceNow, Jira Helpdesk,
• Passionate for resolving customer Issues and maintaining the application availability.
• Pre/Post verification testing activities before/after code deployment
• Release and deployment management.
• Incident, problem, and Change management using ITIL best practices.

Technical (Base):

• Knowledge of cloud technologies, web services, APIs
• Performing API Testing via client test tools eg Postman, Insomnia.rest
• Running / executing Python scripts
• Able to review API documentation (internal + external) and test APIs
• Able to review code from external developers - inline with in-house/external product APIs
• Troubleshooting issues using logging tools eg Opensearch / AWS Cloudwatch
• Proactive monitoring using APM tools like New Relic, Dynatrace etc.