Application Support Engineer (L2/L3) - API & Cloud

Outsourced Quality Assured Services Inc. (ISO Certified); Quezon City; Remote; PHP 558,000 - 781,000; Full time

Job summary

Outsourced.ph in the Philippines is seeking a Level 2/3 Technical Support Engineer to provide advanced application support to customers and internal teams. You will investigate and resolve complex issues, work with API integrations, and act as a bridge between Support, Development, QA, and Product from a home-based position.

The role requires 3-5 years in application or dev support, strong troubleshooting, cloud familiarity (EC2/S3/Lambda/CloudWatch), and experience with ticketing systems.

Qualifications

• 3-5 years in an Application Support or Dev Support.
• Strong application troubleshooting and diagnostic skills.
• Experience with APIs, web services or integrations.
• Working knowledge of cloud environments, including EC2, S3, Lambda and CloudWatch.
• Strong analytical and problem-solving skills.
• Basic to Intermediate SQL skills.
• Experience working with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice.
• Experience supporting enterprise software applications.
• Strong written and verbal communication skills.
• Experience working to SLAs and KPIs.

Responsibilities

• Provide Level 2/3 technical support for complex application incidents and service requests.
• Investigate application issues using a structured and methodical troubleshooting approach.
• API support and ownership.
• Analyse application behaviour, error messages, system responses and configuration to identify potential causes.
• Reproduce issues where required to assist with diagnosis and resolution.
• Investigate recurring issues and contribute to root cause analysis.
• Support critical and high-priority incidents through investigation and resolution.
• Identify whether an issue is related to application configuration, data, infrastructure, integration or software defects.
• Escalate issues to Development, Infrastructure or other technical teams when specialist assistance is required.
• Maintain ownership of escalated issues through to resolution.

Skills

Application Support

Troubleshooting

APIs & Web Services

Cloud Platforms

Analytical Thinking

SQL

Ticketing Systems

Enterprise Applications

Communication Skills

SLA/KPI Adherence

Tools

ServiceNow

Jira

Zendesk

Freshservice

Job description

About the role

The Level 2/3 Technical Support Engineer provides advanced technical and application support to customers and internal teams. The role is responsible for investigating and resolving complex technical issues that require a higher level of technical expertise than standard Level 1 support. Works with 3rd party vendors and Customers with API integration. The position acts as a technical bridge between the Support Team and Development, QA, Infrastructure, Product and other technical teams. The role uses structured troubleshooting, application logs, databases, cloud platforms and technical tools to diagnose issues, identify root causes and deliver timely and effective resolutions.

Key responsibilities

• Provide Level 2/3 technical support for complex application incidents and service requests

• Investigate application issues using a structured and methodical troubleshooting approach

• API support and ownership

• Analyse application behaviour, error messages, system responses and configuration to identify potential causes

• Reproduce issues where required to assist with diagnosis and resolution

• Investigate recurring issues and contribute to root cause analysis

• Support critical and high-priority incidents through investigation and resolution

• Identify whether an issue is related to application configuration, data, infrastructure, integration or software defects

• Escalate issues to Development, Infrastructure or other technical teams when specialist assistance is required

• Maintain ownership of escalated issues through to resolution

About you

• 3-5 years in an Application Support or Dev Support

• Strong application troubleshooting and diagnostic skills

• Experience with API's, web services or integrations

• Working knowledge of cloud environments, including EC2, S3, Lambda and CloudWatch

• Strong analytical and problem-solving skills

• Basic to Intermediate SQL skills

• Experience working with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice

• Experience supporting enterprise software applications

• Strong written and verbal communication skills

• Experience working to SLAs and KPIs

Schedule

• Monday -Friday 6AM-3PM PH Time

Work Location

• Homebased

About us

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.