Application Support Engineer L2 - POS Retail

Octal Philippines Incorporated; Quezon City; Hybrid; PHP 469,000 - 804,000; Full time

Benefits offered by this job

Health Insurance

Government mandated benefits (SSS, Pag

Pag-IBIG

Philhealth

13th month

Job summary

Octal Philippines Incorporated is seeking an Application Support Engineer (L2) to support VS Applications in a hybrid setup—3 days onsite, 2 days from home. You will handle incident management, perform root cause analysis, and work with DevOps during releases to ensure service continuity.

The role requires 3+ years in application support, strong SQL and scripting skills, and the ability to document issues and solutions.

Qualifications

• Bachelor's degree in computer engineering, CS, or IT.
• Minimum 3+ years as Application Support Engineer.
• Knowledge of SQL, scripting, and log analysis.
• ITIL experience is a plus.
• Hybrid work setup: 3 days onsite, 2 days WFH.

Responsibilities

• Handle incident and issue tickets requiring deep technical analysis.
• Investigate application errors, system failures, and performance issues.
• Perform RCA for recurring incidents and provide fixes/workarounds.
• Coordinate with DevOps during rollouts and ensure SLAs are met.
• Document known issues and runbooks for reference.

Skills

Analytical thinking

Teamwork

Communication

Education

Bachelor's degree in Computer Engineering/CS/IT

Tools

SQL

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)