Application Support Engineer (UAT & L2 Production Support)

Helius Technologies; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Helius Technologies is seeking an Application Support Engineer (UAT & L2 Production Support) to provide end-to-end production support and manage UAT for business-critical applications. You will bridge business stakeholders, operations, and development teams to ensure stability and smooth releases.

You will perform L2 incident resolution, monitor systems, analyze logs in Linux, run SQL checks, participate in change management, and coordinate with L3 for complex issues.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
• 3–6 years of hands‑on experience in L2 Application Support, Production Support, or UAT Engineering.
• Strong proficiency in Linux/Unix systems, including shell commands, log filtering, deployment scripts, and system troubleshooting.
• Hands‑on experience writing and executing SQL queries for data verification, log auditing, and issue diagnosis.
• Strong understanding of ITIL processes, SLA management, Incident Management, and RCA.

Responsibilities

• End-to-End UAT support and execution for core business applications.
• Define UAT scope, test strategies, timelines, and coverage with stakeholders.
• Review and validate UAT test cases covering technical specs and business scenarios.
• Act as liaison between business users and engineering teams for issue resolution and defect tracking.
• Provide hands‑on L2 production support, resolving incidents within SLAs.
• Monitor application performance, system health, and batch jobs in Linux environments.
• Analyze logs and errors to perform root cause analysis; escalate to L3 when needed.
• Coordinate deployments and releases on Linux servers per change management.

Skills

Linux/Unix

SQL

ITIL

Incident Management

UAT

L2 Application Support

SLA Management

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Jira

ServiceNow

Control-M

Geneos

Job description

Application Support Engineer (UAT & L2 Production Support)

Role Overview

The Application Support Engineer will be responsible for providing end-to-end L2 production application support and managing User Acceptance Testing (UAT) for business-critical applications. This role serves as the crucial technical link between business stakeholders, operational teams, and L3 development engineers to ensure application stability, seamless release deployments, and alignment with business requirements.

Key Responsibilities

1. User Acceptance Testing (UAT) Support & Execution

• End-to-End Testing: Support end-to-end UAT for core business applications, ensuring alignment with business workflows and acceptance criteria.
• Test Strategy & Scoping: Collaborate with business stakeholders to define UAT scope, test strategies, execution timelines, and test coverage.
• Test Case Validation: Review and validate UAT test cases covering technical specifications and end-to-end business scenarios.
• Stakeholder Bridge: Act as the technical liaison between business users and engineering teams to facilitate issue resolution and defect tracking.
• Reporting & Tracking: Deliver regular UAT status reports highlighting testing progress, identified defects, and potential project risks.

2. Production Application Support (L2) & Maintenance

• L2 Support Execution: Provide hands‑on L2 application support, resolving user incidents and service requests within defined Service Level Agreements (SLAs).
• System Monitoring: Monitor application performance, system health, and batch jobs to proactively identify and mitigate technical issues.
• Troubleshooting & Log Analysis: Analyze application logs, error messages, and system behaviors in Linux environments to perform root cause analysis (RCA).
• L3 Escalation: Partner with development teams (L3 support) to investigate, troubleshoot, and resolve complex technical defects.
• Deployments & Release: Execute application builds and deployments across Linux servers following standard change management practices.

Required Qualifications & Technical Skills

• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
• Experience: 3–6 years of hands‑on experience in L2 Application Support, Production Support, or UAT Engineering.
• Linux Environment: Strong proficiency in Linux/Unix systems, including shell commands, log filtering, deployment s, and system troubleshooting.
• Database & SQL: Hands‑on experience writing and executing SQL queries for data verification, log auditing, and issue diagnosis.
• Incident Management: Strong understanding of ITIL processes, SLA management, Incident Management, and Root Cause Analysis (RCA).

Preferred / Good-to-Have Experience

• Prior domain experience in Banking, Payments, Card Processing, or Financial Services.
• Experience with monitoring and ticketing tools (e.g., Jira, ServiceNow, Control-M, Geneos).
• Familiarity with CI/CD deployment pipelines and automated testing tools.