Application Support Engineer — Web Apps & SLA Expert

Straive; Taguig; On-site; PHP 223,200 - 446,400; Full time

Job summary

Straive is seeking an L1 Application Support specialist to maintain and troubleshoot web-based platforms and business applications in a fast-paced environment. You will handle tickets from receipt to resolution, perform initial debugging, validate data with SQL, and escalate complex issues as needed.

The role requires 2–3 years of relevant experience, strong communication, and the ability to work rotating shifts including weekends.

Qualifications

• 2-3 years of experience in application support, technical support, production support, or software support.
• Working knowledge of Microsoft SQL Server, including writing basic to intermediate SQL queries.
• Basic understanding of .NET or C#-based web applications.
• Experience troubleshooting web application issues in a production or support environment.
• Familiarity with ticketing tools such as Jira, ServiceNow, Zendesk, Freshservice, or similar platforms.
• Ability to analyze logs, error messages, screenshots, user reports, and system behavior to identify issues.
• Good understanding of incident management, escalation processes, SLA tracking, and support documentation.
• Strong written and verbal communication skills.
• Customer-focused mindset with the ability to work collaboratively across teams.
• Willingness to work in shifting schedules, weekend support, or holiday coverage if required.

Responsibilities

• Provide L1 application support for web-based platforms and business applications.
• Receive, acknowledge, analyze, and resolve support tickets within agreed SLA timelines.
• Perform initial troubleshooting of application issues, user access issues, data discrepancies, job failures, and system errors.
• Use SQL Server queries to validate data, investigate issues, and support application-level troubleshooting.
• Review application logs, error messages, and basic system behavior to identify possible causes of issues.
• Escalate complex technical issues to L2/L3 support, engineering, database, or infrastructure teams with complete documentation and initial analysis.
• Support incident management activities, including issue tracking, follow-ups, status updates, and closure documentation.
• Coordinate with customer support, operations, QA, and engineering teams to ensure timely resolution of reported issues.
• Assist in post-deployment validation, smoke testing, and basic release support activities.
• Monitor scheduled jobs, application alerts, dashboards, and reports to detect failures or abnormal behavior.
• Prepare clear documentation for known issues, troubleshooting steps, workarounds, and resolutions.
• Maintain accurate ticket notes, root cause summaries, and resolution details.
• Support basic IIS/web application checks under guidance from senior support or infrastructure teams.
• Assist in preparing recurring support reports, issue summaries, and operational metrics.
• Ensure a high level of customer satisfaction through timely communication and professional support handling.
• Perform other related support tasks as assigned.

Skills

SQL Server

Ticketing systems

Incident management

Communication

Log analysis

Tools

Jira

ServiceNow

Zendesk

Freshservice

Grafana

Splunk

ELK

Datadog

Dynatrace

Git

Job description

Straive is seeking an L1 Application Support specialist to maintain and troubleshoot web-based platforms and business applications in a fast-paced environment. You will handle tickets from receipt to resolution, perform initial debugging, validate data with SQL, and escalate complex issues as needed.

The role requires 2–3 years of relevant experience, strong communication, and the ability to work rotating shifts including weekends.