Application Support Engineer | Hybrid - Mid Shift

Apex Fintech Solutions LLC; Taguig; Ibrido; PHP 600.000 - 1.100.000; Tempo pieno

Descrizione del lavoro

Apex Fintech Solutions LLC in Metro Manila seeks an Application Support Engineer to act as the primary escalation point for production issues, collaborating with engineering to resolve complex problems and leveraging AI tooling to reduce repetitive work.

The role emphasizes incident response, automation, knowledge sharing, and customer-facing support in a hybrid environment with a mid-shift schedule in Manila.

Competenze

• Bachelor's degree in Computer Science, Information Technology, or related field or equivalent work experience.
• 3+ years of experience in application support, preferably in a financial services or trading environment.
• 2+ years in a customer-facing role.
• Strong knowledge of networking, OS (Linux/Windows), and databases (MSSQL/NoSQL).
• Hands-on experience with AI coding assistants or LLM tooling in a professional setting.
• Ability to read and modify application code in a compiled language is preferred.

Mansioni

• Serve as the escalation point for frontline support, owning complex production issues end to end from triage through resolution and client communication.
• Participate in major incident response, provide impact analysis and actionable recommendations.
• Monitor system performance and availability, resolving issues before they impact clients.
• Manage production access and support configuration and change management activities.
• Collaborate with development teams on fixes, mentor newer engineers, and create runbooks and knowledge base articles.

Conoscenze

REST APIs

GCP

Microservices

SQL/NoSQL

Linux & Windows

Python

PowerShell

AI tooling

Troubleshooting

Customer communication

Formazione

Bachelor's degree in Computer Science, Information Technology, or related field

Strumenti

Datadog

Jira

Zendesk

Confluence

PagerDuty

Claude Code

Descrizione del lavoro

We are seeking a skilled and customer-oriented Application Support Engineer to join our production support team. In this role you will act as the primary escalation point for production issues, work alongside engineering to resolve complex problems, and use AI tooling to remove repetitive work.

Duties/Responsibilities

Incident and Escalation Response

• Serve as the escalation point for frontline support, owning complex production issues end to end from triage through resolution and client communication

• Participate in major incident response, providing impact analysis and actionable recommendations

• Monitor system performance and availability, resolving issues before they impact clients

• Manage production access and support configuration and change management activities

Automation and AI Tooling

• Use AI tooling to accelerate investigation, including log analysis, data extraction, and issue reproduction

• Build and maintain automations and reusable AI assets that other engineers can run

• Validate AI-generated output before it reaches a client, a ticket, or production

Collaboration and Knowledge Sharing

• Collaborate with development teams on fixes and improvements, and mentor newer engineers on the team

• Create and maintain runbooks, troubleshooting guides, and knowledge base articles

Education and/or Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience

• 3+ years of experience in application support, preferably in a financial services or trading environment

• 2+ years in a customer-facing role

• Strong foundational knowledge of networking, operating systems (Linux and Windows), and databases (MSSQL and/or NoSQL)

• Hands-on experience using AI coding assistants or LLM-based tooling in a professional setting

• Ability to read and modify application code in a compiled language preferred

Required Skills/Abilities

• Strong understanding of REST APIs, Google Cloud Platform, and microservices architecture

• Proficiency in SQL and NoSQL databases (MSSQL, MongoDB, Postgres)

• Solid networking knowledge, including TCP/IP, DNS, and network security concepts

• Experience with Linux and Windows operating systems

• Strong scripting abilities in Python and PowerShell

• Practical skill with AI coding assistants, including the ability to break a problem into a workable prompt, iterate on the output, and recognize when the tool is wrong. Experience with Claude Code preferred

• Judgment about where automation pays off and where a process should stay manual

• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues

• Strong customer service orientation and ability to communicate technical concepts to non-technical audiences

• Experience with observability and ticketing platforms such as Datadog, Jira, Zendesk, Confluence, and PagerDuty is a plus

• Familiarity with trading systems, financial markets, and regulatory requirements is a plus

Work Environment

• This role operates in a hybrid environment, in office 2 days per week.

• Amenable to work on a Mid Shift Schedule between 3PM - 12MN Manila Time