L2 Application Support (PropTech)

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 50,000 - 75,000; Full time

Job summary

A technology consultancy in Singapore is seeking an Application Support Specialist to provide L2 support for web and mobile applications. The role involves managing support tickets, performing root cause analysis, and troubleshooting issues. The ideal candidate will have 2-4 years of experience in application or operations support and familiarity with ticketing systems. Strong communication and analytical skills are essential. Interested applicants should send their resumes to the provided email address.

Qualifications

• 2-4 years of experience in Application Support or IT Support (L2).
• Experience supporting web and mobile applications in a production environment.
• Familiarity with ticketing systems.
• Basic understanding of APIs, databases, and system integrations.

Responsibilities

• Manage and resolve L2 support tickets within defined SLAs.
• Perform root cause analysis for complex issues related to web and mobile applications.
• Troubleshoot issues across various modules.
• Support incident triage during production issues.
• Ensure system configurations align with approved business rules.

Skills

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 teams
• 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

• 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

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

Venessa Goh Wee Ni

R24124686

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted.