Application Support Engineer (L2) - (POS Retail)

Octal Philippines Inc.; Quezon City; Hybrid; PHP 480,000 - 600,000; Full time

Benefits offered by this job

Health Insurance

Government mandated benefits

13th Month Pay

Standard Leave

Job summary

Octal Philippines Inc. is seeking an Application Support Engineer (L2) to provide L2 support for the VS Application, handle incident management, and perform advanced troubleshooting for POS and enterprise retail solutions.

The role includes RCA, collaboration with DevOps during patches, and maintaining runbooks and SOPs. A hybrid setup (3 onsite days, 2 remote) is required, with weekend/mid-shift availability as needed.

Qualifications

• Bachelor’s degree in computer engineering, Computer Science, or IT.
• 3+ years of work experience as Application Support Engineer.
• Knowledge of SQL, scripting, and analyzing logs.
• Strong analytical, problem determination, attention to detail, teamwork and communication.
• ITIL experience is a plus.
• Hybrid setup with 3 days onsite and 2 days work from home per week.
• Willing to work at client sites and on weekends/mid-shift schedules as required.

Responsibilities

• Deliver L2 application support and advanced technical troubleshooting for POS and enterprise retail solutions.
• Investigate failures, bottlenecks, and errors using SQL, logs, scripts, and monitoring tools.
• Perform RCA and reproduce defects in staging to deliver fixes and workarounds.
• Bridge L1 and L3/DevOps with detailed reproductions, logs, and diagnostics.
• Coordinate with DevOps during patch releases and post-release validation.
• Create and maintain runbooks, SOPs, and knowledge bases for recurring issues.

Skills

Analytical skills

Problem solving

Teamwork

Communication skills

Education

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

Tools

SQL

Logging tools

Scripting

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:

• Deliver L2 application support and advanced technical troubleshooting for POS and enterprise retail solutions under hybrid work operations.
• Investigate application failures, performance bottlenecks, and system errors utilizing SQL queries, log analysis, scripts, and system monitoring tools.
• Perform root cause analysis (RCA) and reproduce software defects in staging environments to deliver immediate fixes and workarounds while adhering to strict SLAs.
• Act as the key technical bridge between L1 support and L3/DevOps teams, providing detailed issue reproductions, system logs, and diagnostic analysis for escalations.
• Coordinate with DevOps teams during patch releases and deployment rollouts, performing post-release validation to guarantee system stability.
• Author and maintain technical runbooks, standard operating procedures (SOPs), and troubleshooting knowledge bases for recurring issues.

• 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)