L2 Application Support Engineer (Java/JS, SQL, Linux)

iGaming Centre; Manila; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading gaming solutions provider in Manila is seeking an L2 Technical Support Engineer to ensure application quality and availability. Responsibilities include incident management, network capacity monitoring, and proactive troubleshooting to resolve customer complaints. Candidates need strong knowledge of Java or Javascript, SQL databases, and experience in Linux. The position requires shift work and flexibility, emphasizing a solid understanding of monitoring tools like Dynatrace. Effective communication skills in English are essential.

Qualifications

• Knowledge/experience in Javascript or Java programming language.
• Practical experience with databases and database queries: SQL, Oracle PLSQL, Oracle DB, Postgres.
• Dealing with network issues and practical experience with Linux.
• Experience with Software Development Life Cycle (SDLC).
• Working knowledge of application monitoring tools.

Responsibilities

• Guide through service incidents, investigate, diagnose, and identify root causes.
• Capacity management of networks for optimal customer performance.
• Analyze L2 support requests and take action to resolve issues.
• Proactively monitor the platform to ensure 24/7 operation.
• Monitor service components with tools like Dynatrace.
• Work in shifts maintaining platform availability.

Skills

Javascript or Java programming language

SQL, Oracle PLSQL, Oracle DB, Postgres

Network issues

Linux

Software Development Life Cycle (SDLC)

Jira, service desk

Application monitoring tools (Dynatrace, AppDynamics)

Problem-solving skills

Good English communication

Flexibility in work hours

Tools

Dynatrace

Jira

Job description

ABOUT PRONET GAMING

Gaming operators looking for platform solutions need an omni-channel turnkey provider that truly understands their needs, wants and challenges. That’s why the team at Pronet Gaming have been handpicked for their extensive B2C and B2B industry experience and local-market knowledge in the regions we serve – so that we can provide our clients with first-class service and guidance

Since 1996, our approach to business has been centred around collaboration – working with our clients on a consultancy basis. Every member of our team is customer-focused and we’re committed to helping our operator clients achieve their specific strategic goals across global markets.

We’re client-centric

We do what we say, on time, every time. We work closely with our clients to provide robust and effective plans of action, working strategically to deliver the optimal iGaming solutions for your specific business objectives and audience needs.

We’re dedicated to progression

We employ industry experts around the world with specialist knowledge in emerging markets and localisation, who keep one step ahead of market trends to ensure that our customers stay ahead of the game.

We’re technology-led

We invest in the best iGaming developers, design teams and infrastructure around the world to deliver progressive, constantly evolving technological solutions that help to give our operator clients the competitive edge.

Purpose of the role:

L2 Technical Support Engineer is responsible of ensuring the run of the applications at highest quality and availability. Proactive monitoring and providing in-depth troubleshooting and solution to the customer complaints as well as the service caused problems are key purposes of this role. Post mortem analysis reports should be prepared after major problems including the history of the event, measures taken and what the future actions will be.

Main Responsibilities:

• Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems
• Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach
• Analyze L2 support requests from individual business units, take action to resolve the issue and/or elevate them to relevant teams
• Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts)
• Monitor the service components using monitoring tools such as Dynatrace
• Monitor maintenance announcements of platform providers and inform related teams
• Work in shifts to ensure the platform is up and running24/7, based on shiftrotations defined and participate in planned activities
• Keep the services up at highest quality and availability
• Troubleshoot and provide permanent or workaround solutions to customer complaints in timely manner
• Identify, prioritize, elevate issues (when required) to the appropriate teams
• Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status

Required skills:

Must have:

1. Knowledge/experience with Javascript or Java programming language;
2. Practical experience with databases, database queries: SQL, Oracle PLSQL, Oracle DB, Postgres;
3. Practical experience dealing with network issues;
4. Practical experience with Linux

• Knowledge on Software Development Life Cycle (SDLC)
• Knowledge on working with Ticketing environments (Jira, service desk)
• Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)
• Strong problem-solving skills with good communication
• Ability to work under pressure with high sense of urgency
• Ability to work in flexible hours
• Good level of English

Advantages:

• Experience with Event Driven Architecture, RabbitMQ, Dynatrace
• Knowledge on writing scripts for automation purposes
• Knowledge on Linux operating system
• Well-rounded experience with multiple operating systems, Web technologies, and test environments