L2 Platform & API Support Engineer

Asticom Technology Inc.; Taguig; On-site; PHP 350,000 - 700,000; Full time

Job summary

Asticom Technology Inc. is seeking an L2 Support Engineer to provide technical support for platform incidents and service requests. You will conduct initial investigations, troubleshoot API and integration issues, and route problems to the appropriate resolver teams.

The role requires strong troubleshooting, incident/ticket management experience, and willingness to work shifting schedules, including nights, weekends and holidays.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related field.
• 2+ years in L2 application or platform support.
• Experience with incident management and ticketing.
• Ability to troubleshoot platform, integration, and third‑party issues.
• Familiarity with REST APIs and system integrations.
• Experience with Jira, ServiceNow or similar ITSM tools.
• Willingness to work shifting schedules, weekends, and holidays.

Responsibilities

• Provide Level 2 (L2) technical support for platform incidents and service requests.
• Perform initial investigation and platform troubleshooting to identify issue sources.
• Determine whether issues are platform-, integration-, or third‑party‑related and route accordingly.
• Own and manage tickets from assessment through resolution or escalation.
• Apply classification, prioritization, and tiering based on severity and impact.
• Troubleshoot API and integration issues, including connectivity and auth errors.
• Coordinate with internal teams and third‑party providers for resolution.
• Maintain documentation of incidents, findings, escalations, and resolutions.
• Follow incident management processes and SLAs.

Skills

L2 support experience

REST APIs

Incident management

Ticketing systems

Analytical thinking

Communication

Shift work adaptability

Education

Bachelor's degree in IT/CS/Engineering

Tools

Jira

ServiceNow

ITSM tools

SQL basics

API testing tools

Job description

Asticom Technology Inc. is seeking an L2 Support Engineer to provide technical support for platform incidents and service requests. You will conduct initial investigations, troubleshoot API and integration issues, and route problems to the appropriate resolver teams.

The role requires strong troubleshooting, incident/ticket management experience, and willingness to work shifting schedules, including nights, weekends and holidays.