Application Support Engineer (L2) - (POS Retail)

Internetwork Expert; Quezon City; Hybrid; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Government benefits

Health insurance

Annual leave

Job summary

Internetwork Expert in Metro Manila is seeking an Application Support Engineer (L2) to handle incident and issue management, troubleshoot, and support deployments for our VS Application client.

The role requires a Bachelor’s degree in IT/CS/CE and 3+ years of experience, with SQL, scripting, and log analysis skills. A hybrid setup (3 onsite days, 2 WFH) and potential weekend/mid-shift work are part of the schedule.

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 skills.
• Experience in ITIL is a plus.
• Hybrid setup: 3 days onsite and 2 days work from home per week; willing to visit client site.
• Willing to work on weekends and mid-shift schedules as required (e.g., 3:00 PM to 12:00 AM).
• Position may require coverage across a 7-day operational schedule.

Responsibilities

• Handles Incident & Issue Tickets that require deeper technical analysis.
• Investigate application errors, system failures, and performance issues.
• Perform 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 SQL, scripting, or monitoring tools.
• Support deployment activities (patches, hotfixes, minor releases).
• Coordinate with DevOps during rollouts and validate application functionality after releases.
• Identify performance bottlenecks and recommend improvements.
• Ensure SLAs are met.
• Act as a bridge between L1 support 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.

Skills

SQL

Scripting

Log analysis

Analytical thinking

Teamwork

Communication

Education

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

Tools

Monitoring tools

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)