L2 Application & Platform Support (PropTech platforms)

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking an experienced Application Support professional to manage L2 support for web and mobile applications. The candidate should have 2-4 years of relevant experience, strong problem-solving and communication skills, and familiarity with ticketing systems. The role involves troubleshooting, vendor coordination, and maintaining documentation. Interested applicants should send their resume to a specified email.

Qualifications

• 2-4 years of experience in Application Support or IT Support (L2).
• Experience supporting web and mobile applications in a production environment.
• Strong problem-solving and analytical skills are essential.

Responsibilities

• Manage and resolve L2 support tickets within defined SLAs.
• Perform root cause analysis for recurring issues.
• Liaise with external vendors to resolve issues.

Skills

Application Support experience

Problem-solving skills

Analytical skills

Communication skills

Tools

Jira Service Management

Freshdesk

Job description

Key Responsibilities

L2 Application & Platform Support

• Manage and resolve L2 support tickets escalated from L1 support within defined SLAs
• Perform root cause analysis for recurring or complex issues related to company's web and mobile applications
• Troubleshoot issues across modules such as bookings, payments, access control, rewards, notifications, and integrations
• Validate fixes before closure and ensure proper documentation of resolutions

Incident & Problem Management

• Support incident triage during production issues and service disruptions
• Work closely with Engineering, Product, and Infrastructure teams to resolve defects and system issues
• Identify recurring problems and recommend preventive measures or process improvements
• Assist in post‑incident reviews and reporting

Operations & Configuration Support

• Perform operational tasks such as configuration changes, data checks, and basic data corrections (where authorised)
• Support onboarding of new properties, features, or modules from an operational readiness perspective
• Ensure system configurations align with approved business rules and SOPs

Vendor & Stakeholder Coordination

• Liaise with external vendors (e.g. payment gateway, access control) to investigate and resolve issues
• Coordinate with internal stakeholders such as Asset Management, Property Development and Customer Service team.
• Provide clear updates to stakeholders on issue status and resolution timelines

Documentation & Continuous Improvement

• Maintain up‑to‑date support documentation, SOPs, and knowledge base articles
• Contribute to improving L1 troubleshooting guides and handover materials
• Track common issues and propose enhancements to improve system reliability and operational efficiency

Requirements

Experience & Skills

• 2-4 years of experience in Application Support, Operations Support, or IT Support (L2)
• Experience supporting web and mobile applications in a production environment
• Familiarity with ticketing systems (e.g. Jira Service Management, Freshdesk)
• Basic understanding of APIs, databases, and system integrations (no coding required, but troubleshooting mindset essential)
• Strong problem‑solving, analytical, and communication skills

Preferred / Advantageous

• Experience in PropTech platforms
• Exposure to incident management, SLA tracking, and operational reporting
• Ability to read logs, understand error messages, and work with technical teams effectively

Soft Skills & Attributes

• Detail‑oriented with a strong sense of ownership and accountability
• Calm and structured under pressure during incidents
• Able to communicate technical issues clearly to non‑technical stakeholders
• Team player with a continuous improvement mindset

Interested applicants please send your resume to [e-mail]