Application Support Engineer (L2)

Toshiba Global Commerce Solutions; Philippines; Hybrid; PHP 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work arrangement

On-site and client-site work

Job summary

Toshiba Global Commerce Solutions is seeking an experienced Application Support Engineer (L2) to join our team in supporting applications for projects. You will handle incidents, perform root cause analysis, and collaborate with DevOps during deployments to ensure SLA compliance.

The ideal candidate has strong SQL, Kafka, AWS, Linux, and API monitoring skills, with a background in ITIL and robust communication abilities. Hybrid work arrangement available in the Philippines.

Qualifications

• Bachelor’s degree in computer engineering, Computer Science, or IT.
• Minimum 8 years of work experience as Application Support Engineer.
• Knowledge of SQL, scripting, and log analysis.
• Strong communication, teamwork, and problem-solving skills.
• ITIL experience is a plus.

Responsibilities

• Handle Incidents & Issues requiring deep technical analysis.
• Investigate application errors, 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 in test/staging.
• Coordinate with DevOps during rollouts and deployments.
• Ensure SLAs are met and communicate status to stakeholders.
• Maintain runbooks, SOPs, and troubleshooting guides.

Skills

Troubleshooting

Analytical skills

Kafka

SQL

AWS

Linux

APIs

Postman/Swagger

Monitoring tools

Documentation

ITIL

Education

Bachelor’s degree in CS/IT

Tools

Grafana

Job description

The role will be responsible for supporting Application System for projects as an Application Support Engineer (L2). The ideal candidate will be assigned to Incident & Issue management for 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 (Developers/DevOps)

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

Qualifications:

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

Minimum 8 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.

Must-Have Skills:

Good troubleshooting and analytical skills

Must have good understanding in Messaging & Event Streaming (KAFKA) e.g. brokers, topics, partitions, producers, consumers, etc.

Must have good understanding in performance tuning, message offsets, troubleshoot delayed messages

Knowledge in SQL Database, required

Knowledge in Cloud (i.e. AWS), Linux

Knowledge in APIs (json, postman, swagger), and monitoring / logging tools (e.g. grafana)

Understands POS/Retail Business processes

Good communication and documentation skills

Work Arrangement:

Under normal circumstances, you will be expected to work either at our office or on a customer site 3 times a week, with the flexibility to work from home twice a week.

However, depending on the project phase, you may be required to:

Work on-site at the customer’s project location for the entire week.

Work outside of standard office hours based on project needs.