Application Support Engineer

Adventure Consultancy Solutions Philippines Inc.; Makati; On-site; PHP 480,000 - 720,000; Full time

Job summary

Adventure Consultancy Solutions Philippines Inc. in Makati City is seeking an Application Support Engineer to keep mission-critical systems healthy in a fast-paced real-time payments environment.

This hybrid role (2-3x/week onsite) emphasizes incident management, collaboration with internal and vendor teams, and continuous improvement. You will monitor, troubleshoot, and resolve issues, support testing and release activities, and drive knowledge sharing with robust documentation and automation

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 3+ years in application/production support, preferably payments.
• Experience in 24/7 real-time payments environments.
• Strong analytical and problem-solving abilities.
• Excellent documentation and communication skills.
• Hands-on using ITSM tools (ServiceNow or Jira Helpdesk).
• Familiar with ITIL incident, problem, and change management.
• Experience with API testing tools (Postman, Insomnia).
• Knowledge of cloud tech, web services, and APIs.
• Experience with Python scripting.
• Able to review API documentation and external developer code.
• Experience with logging tools (Opensearch, AWS CloudWatch).
• Exposure to APM tools like New Relic or Dynatrace.

Responsibilities

• Maintain application health through proactive monitoring and remediation.
• Collaborate with internal and external support teams to resolve issues quickly.
• Partner with developers on bug fixes and product enhancements.
• Lead incident management: communication, escalation, root cause analysis, and permanent fixes.
• Participate in CAB and assess impact of changes.
• Support project testing, documentation, and implementation activities.
• Build and maintain knowledgebase articles.
• Identify and implement process improvements and automation.
• Recommend efficiency gains across the department.

Skills

Analytical thinking

Troubleshooting

Documentation

Communication

Python scripting

API testing

Cloud basics

Logging tools

ITIL familiarity

ITSM tools

Release management

Education

Bachelor's degree in IT/CS/CE

Tools

ServiceNow

Jira Helpdesk

Postman

Insomnia

Opensearch

AWS CloudWatch

New Relic

Dynatrace

Job description

Location: Makati City | Hybrid (2-3x/week onsite) | Schedule: Shifting Schedule

Are you passionate about keeping mission-critical systems running smoothly? We're looking for an Application Support Engineer to join our team and help ensure our business applications deliver reliable, high-performance service around the clock. If you thrive in a fast-paced, real-time payments environment and enjoy solving complex technical problems, this role is for you.

About the Role

As our Application Support Engineer, you'll be at the front line of application health - proactively monitoring systems, troubleshooting issues, and working hand-in-hand with internal teams and vendors to keep everything running seamlessly. You'll also play a key role in incident management, change management, and continuous improvement initiatives that keep our platform ahead of the curve.

What You'll Do

• Maintain application health through proactive monitoring and issue remediation
• Collaborate with internal and external support teams to resolve issues quickly
• Partner with developers on bug fixes and product enhancements
• Lead incident management: communication, escalation, root cause analysis, and permanent fixes
• Participate in the Change Advisory Board (CAB) and assess the impact of proposed changes
• Support project testing, documentation, and implementation activities
• Build and maintain knowledgebase articles for internal and external use
• Identify and implement process improvements and automation opportunities
• Recommend efficiency gains across the department

What We're Looking For

• Bachelor's degree in IT, Computer Science, Computer Engineering, or related field
• At least 3 years of experience in application/production support, ideally within the payments industry
• Experience operating in a 24/7 high-availability, real-time payments environment
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent documentation and communication abilities
• Hands-on experience with ITSM tools such as ServiceNow or Jira Helpdesk
• Familiarity with ITIL best practices for incident, problem, and change management
• Experience with pre/post verification testing and release & deployment management
• Working knowledge of cloud technologies, web services, and APIs
• Comfortable using API testing tools like Postman or Insomnia.rest
• Ability to run/execute Python scripts
• Skilled at reviewing API documentation and external developer code
• Experience troubleshooting with logging tools (Opensearch, AWS CloudWatch)
• Exposure to APM tools such as New Relic or Dynatrace