Application Support Engineer For POS

Octal Philippines Incorporated; Quezon City; Hybrid; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Health insurance

Government mandated benefits

Standard leave

Job summary

Octal Philippines Incorporated is seeking an Application Support Engineer (L2) to support VS Application for a client. You will handle incident management, perform RCA, and provide fixes or workarounds to restore services.

The role requires 3+ years of experience, strong SQL, scripting, and log analysis skills, and a hybrid setup (3 onsite days, 2 remote days). Willingness to work weekends/mid-shifts and at client sites is expected.

Qualifications

• Bachelor’s degree in computer engineering, Computer Science, or IT.
• Minimum 3+ years of work experience as Application Support Engineer.
• Experience in SQL, scripting, and analyzing logs.
• Good analytical, problem-determination, attention to detail, teamwork and communication.
• ITIL experience is a plus.
• Hybrid work setup: 3 days onsite and 2 days work from home per week.
• Willing to work at client sites and on weekends/mid-shift schedules when required.

Responsibilities

• Handle Incident & Issue Tickets requiring deeper technical analysis.
• Investigate application errors, system failures, and performance issues.
• Perform root cause analysis for recurring incidents.
• Provide timely fixes or workarounds to restore service.
• Analyze logs and database queries.
• Reproduce issues in test or staging environments.
• Work with SQL, scripts, or monitoring tools.
• Support deployment activities (patches, hotfixes, minor releases).
• Validate application functionality after releases.
• Coordinate with DevOps during rollouts.
• Identify performance bottlenecks and recommend improvements.
• Ensure SLAs are met.
• Bridge L1 client support and L3 teams; escalate complex bugs with logs.
• Communicate issue status and resolution timelines to stakeholders.
• Maintain runbooks, SOPs, and troubleshooting guides.
• Document known issues and solutions.

Skills

SQL

Scripting

Log analysis

Analytical skills

Teamwork

Communication

ITIL knowledge

Education

Bachelor’s degree in computer engineering, Computer Science, or IT

Tools

Monitoring tools

Job description

Job Description:

The role will be responsible for supporting VS Application for our client, as an Application Support Engineer (L2). The ideal candidate will be assigned to Incident & Issue management for VS Application, Technical troubleshooting, support deployment activities, and documenting known issues and solutions.

Key Responsibilities:

• Handles Incident & Issue Tickets that require deeper technical analysis
• Investigate application errors, system failures, and performance issues
• Participate in performing root cause analysis (RCA)for recurring incidents
• Provide timely fixes or workarounds to restore service
• Analyze logs, and database queries
• Reproduce issues in test or staging environments
• Work with technologies like SQL, scripts, or monitoring tools
• Support deployment activities(patches, hotfixes, minor releases)
• Validate application functionality after releases
• Coordinate with DevOps during rollouts
• Identify performance bottlenecks and recommend improvements
• Ensure SLAs (Service Level Agreements) are met
• Act as a bridge between L1 support (client) and L3 teams
• Escalate complex bugs with detailed analysis and logs
• Communicate with stakeholders about issue status and resolution timelines
• Maintain runbooks, SOPs, and troubleshooting guides
• Document known issues and solutions

• Bachelor’s degree in computer engineering, Computer Science, or IT
• Minimum 3+ years of work experience as Application Support Engineer
• Knowledge and work experience in SQL, scripting, and analyzing logs
• Good analytical skills, problem determination, attention to detail, teamwork, and communication skills.
• Experience in ITIL is a plus.
• The candidate will work in a hybrid setup, consisting of 3 days onsite and 2 days work from-home per week.
• The candidate must be willing to work at the clients site when assigned.
• The candidate should be amenable to working on weekends and mid-shift schedules as required (e.g., 3:00 PM to 12:00 AM to align with the clients store closing operations).
• This position is primarily responsible for providing SLA-based Production Support services to clients and may require coverage across a 7-day operational schedule

• Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
• Health Insurance
• Standard Leave (Emergency, Sick, and Vacation)