Application Support Engineer (L2)

Internetwork Expert; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Health Insurance

13th month pay

Paid leaves

Job summary

Internetwork Expert is seeking an experienced Application Support Engineer (L2) to safeguard the VS Application for our client. The role focuses on incident management, technical troubleshooting, and deployment support, ensuring timely resolutions and thorough documentation.

The ideal candidate has 3+ years in application support, strong SQL and scripting skills, and excellent analytical and communication abilities.

Qualifications

• 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
• ITIL experience is a plus
• Hybrid work setup: 3 days onsite, 2 days remote; may require client site work
• Weekend and mid-shift availability may be required (e.g., 3:00 PM–12:00 AM)
• Shift covers 7 days of operational schedule as needed

Responsibilities

• Handle Incident & Issue Tickets requiring deeper technical analysis
• Investigate application errors, system failures and performance issues
• Perform 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 SQL, scripts, or monitoring tools
• Support deployment activities (patches, hotfixes, minor releases)
• Coordinate with DevOps during rollouts
• Identify performance bottlenecks and suggest improvements
• Ensure SLAs are met
• Act as liaison between L1 client support and L3 teams
• Escalate complex bugs with detailed analysis and logs
• Communicate issue status and resolution timelines
• Maintain runbooks, SOPs, and troubleshooting guides
• Document known issues and solutions

Skills

SQL

Scripting

Log analysis

Analytical thinking

Communication

Education

Bachelor’s degree in Computer Engineering/CS/IT

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 releasesCoordinate 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)