L2 Application Support Engineer - Incident, RCA & SLA Expert

Jobtailor; Philippines; Hybrid; PHP 400,000 - 650,000; Full time

Benefits offered by this job

Hybrid Work Setup

Job summary

Jobtailor in the Philippines seeks an Application Support Engineer to handle incidents, analyze logs, and provide timely fixes. You will investigate application errors, perform root cause analysis, and coordinate with DevOps during deployments.

The role requires 3+ years in application support, strong SQL and scripting skills, ITIL knowledge, and the ability to work in a hybrid setup (3 days onsite, 2 at home). Weekend and mid-shift availability may be required to align with client operations.

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 work at clients site when assigned.
• May require weekend and mid-shift schedules (e.g., 3:00 PM to 12:00 AM).
• Position supports SLA-based Production Support across a 7-day schedule.

Responsibilities

• Handle Incident & Issue Tickets requiring deeper technical analysis.
• Investigate application errors, system failures, and performance issues.
• Participate in root cause analysis 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, scripts, and monitoring tools.
• Support deployment activities, including patches, hotfixes, and minor releases.
• Validate application functionality after releases.
• Coordinate with DevOps during rollouts.
• Identify performance bottlenecks and recommend improvements.
• Ensure Service Level Agreements are met.
• Act as bridge between L1 support and L3 teams.
• Escalate complex bugs with detailed analysis and logs.
• Communicate issue status and resolution timelines to stakeholders.
• Maintain runbooks, SOPs, and troubleshooting guides.
• Document known issues and solutions.

Skills

Analytical Skills

Problem Determination

Attention to Detail

Teamwork

Communication Skills

Education

Bachelor’s degree in computer engineering, CS, or IT

Tools

SQL

Scripting

Log Analysis

ITIL

Monitoring Tools

Job description

Jobtailor in the Philippines seeks an Application Support Engineer to handle incidents, analyze logs, and provide timely fixes. You will investigate application errors, perform root cause analysis, and coordinate with DevOps during deployments.

The role requires 3+ years in application support, strong SQL and scripting skills, ITIL knowledge, and the ability to work in a hybrid setup (3 days onsite, 2 at home). Weekend and mid-shift availability may be required to align with client operations.