Application Support Engineer

Ubiquity; Pateros; On-site; PHP 420,000 - 540,000; Full time

Job summary

Ubiquity in the Philippines is seeking an Application Support Engineer to be the first line of contact for issues, ensuring uptime of business systems, identity services, and internal tools. The role covers L1/L2 triage, troubleshooting, integrations, documentation, and training.

You will work with local and international teams, perform maintenance, write runbooks, and deliver dashboards and reports using SQL-based data.

Qualifications

• 2+ years in Application Support or IT operations.
• Experience in ITIL-aligned environment (incidents, problems, changes).
• Knowledge of MySQL/MSSQL and writing queries for troubleshooting and reporting.
• Experience with Google Workspace administration and cloud (GCP/AWS).
• Knowledge of identity and access management concepts: SSO, OIDC/SAML, LDAP/Active Directory.

Responsibilities

• Provide application support and initial triage for all tickets and requests.
• Diagnose and resolve application, access, and integration issues; escalate when needed.
• Support system integrations (SSO/identity integrations).
• Administer internal platforms (ServiceDesk Plus, XWiki, RocketChat, Google Workspace).
• Manage ticketing system and maintain knowledge base.

Skills

Troubleshooting

Communication

After-hours support

SQL

Windows

Linux

ITIL

SLA awareness

Tools

ServiceDesk Plus

Zendesk

Freshservice

ServiceNow

Docker

nginx

Zabbix

Google Workspace

Postman

curl

MySQL

MSSQL

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Application Support Officer,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

We are looking for an Application Support Engineer to join our Application Support Team. You will be the first point of contact for application issues and requests, and you will keep our business systems, identity services, and internal tools running reliably. The role covers L1/L2 triage, troubleshooting, system integrations, documentation, and training.

What You’ll Do:

• Provide application support and initial triage for all tickets, issues, and requests coming to the Application Support Team.

• Diagnose and resolve application, access, and integration issues, escalating to the appropriate team when needed.

• Support systems integrations, including SSO/identity integrations (OIDC/SAML, LDAP/Active Directory) between business applications.

• Administer and support internal platforms such as ServiceDesk Plus, XWiki, RocketChat, and Google Workspace, including user provisioning, access, and configuration.

• Manage the ticketing system and keep a complete, current knowledge base of queries and resolutions.

• Maintain and update technical documentation, runbooks, and procedures.

• Investigate issues through application, web server, and system logs (e.g., nginx, Docker containers, Windows/Linux logs).

• Monitor application and server health using monitoring tools (e.g., Zabbix) and respond to alerts.

• Test API requests and investigate errors in integrations and API calls.

• Coordinate with local and international teams, vendors, and stakeholders where required.

• Prepare maintenance plans and upgrade schedules for the organization’s systems, and take part in patching and upgrades.

• Deliver regular and customized training to teams across the business.

• Develop reports and dashboards for teams across the business (e.g., SQL-based ticket and usage reports).

• Automate repetitive support tasks using scripting

What We’re Looking For:

• Minimum of 2 years’ experience in Application Support or a similar IT support/operations role.

• Experience working in an ITIL-aligned environment (incident, problem, change management).

• Working knowledge of MySQL/MSSQL, including writing queries for troubleshooting and reporting.

• Working knowledge of Windows and Linux operating systems, with the ability to investigate logs.

• Working knowledge of identity and access management concepts: SSO, OIDC/SAML, LDAP/Active Directory.

• Working knowledge of Google Workspace administration and cloud infrastructure (GCP and/or AWS, such as EC2, VPC, Amazon Linux).

• Experience supporting APIs, including testing requests (Postman, curl) and diagnosing errors.

• Knowledge of IT hardware and software.

• Ability to learn and master employer-specific software.

• Complex problem-solving skills and the ability to diagnose and address application issues.

• Strong written and verbal communication skills.

• Willingness to support after-hours or on-call coverage when required

• Other duties as may be assigned in line with the role

What We’re Looking For:

• Experience with Docker and containerized applications.

• Experience with reverse proxies and web servers (nginx).

• Experience with ticketing/ITSM tools such as ServiceDesk Plus, Zendesk, Freshservice, or ServiceNow

• Experience with monitoring tools such as Zabbix.

• Experience with Microsoft 365 administration.

• Experience with shell scripting, automation, or Pytho

Why Join Us?

• Head:Access to career development programs that help you grow professionally and personally.
• Heart:Be part of a people-first culture that values your contributions and supports your aspirations.
• Hustle:Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.