Senior L1/L2 Support Engineer

Rapsys Technologies Pte Ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Rapsys Technologies Pte Ltd. in Singapore is seeking a Senior L1/L2 Support Engineer to ensure smooth operation of IT systems and services. The role focuses on production support, incident management, and ongoing reliability across cloud-hosted applications.

You will act as the main L1/L2 contact for digital platforms, e‑commerce sites, and customer‑facing services, working from the office in Singapore. Strong AWS, monitoring, and incident management skills are essential.

Qualifications

• 5+ years of experience in Application/Production Support or TechOps.
• Strong knowledge of AWS cloud services and operational support.
• Experience supporting digital platforms, e‑commerce, and customer‑facing apps.
• Familiar with monitoring/observability tools (Datadog, New Relic, Dynatrace, Grafana, CloudWatch).
• Experience with APIs, microservices, web services, and system integrations.
• Familiarity with Jira Service Management, ServiceNow, and ITSM processes.

Responsibilities

• Act as the primary L1/L2 support contact for digital platforms, e‑commerce systems, and customer‑facing services.
• Monitor incident queues, SLAs, and support tickets; lead triage, escalation, and resolution.
• Develop/runbooks and knowledge base articles; perform RCA and post‑incident reviews.

Skills

5+ years exp

AWS cloud services

APIs & microservices

Incident management

ITSM processes

Log analysis

SRE principles

Tools

Jira Service Management

ServiceNow

Elasticsearch

Kibana

Splunk

CloudWatch Logs

Datadog

New Relic

Dynatrace

AppDynamics

Grafana

Job description

We're Hiring: Senior L1/L2 Support Engineer! We are looking for an experienced Senior L1/L2 Support Engineer to join our dynamic team in Singapore. The ideal candidate will possess strong technical skills and a passion for providing exceptional customer support, ensuring the smooth operation of IT systems and services.

Location: Singapore, Singapore Work Mode: Work from Office Role: Senior L1/L2 Support Engineer

Key Responsibilities

Production Support & Incident Management

• Act as the primary L1/L2 support contact for digital platforms, e-commerce systems, websites, and customer-facing services.
• Monitor incident queues, service requests, alerts, and support tickets, ensuring adherence to SLAs and operational procedures.
• Lead incident triage, troubleshooting, escalation, and resolution activities.
• Perform impact assessment and coordinate with relevant stakeholders during service disruptions.
• Support incident management activities and facilitate communication during critical outages.
• Conduct post-incident reviews and root cause analysis (RCA) to prevent recurrence.
• Develop and maintain operational runbooks, support procedures, and knowledge base articles.

System Monitoring & Reliability

• Monitor application, infrastructure, and business service health using observability and monitoring tools.
• Analyse system performance, availability, error trends, and capacity utilization.
• Configure and tune alerts to reduce noise and improve operational visibility.
• Collaborate with engineering teams to improve system reliability and operational resilience.
• Support Site Reliability Engineering (SRE) practices, including reliability metrics, incident reduction, and service availability improvements.

Cloud & Infrastructure Support

• Provide operational support for cloud-hosted applications and infrastructure, primarily on AWS.
• Perform first-level troubleshooting on:
  • Compute services — EC2, ECS, Lambda
  • Networking
  • Load Balancers
  • CDN services
  • Storage services
• Investigate infrastructure-related issues affecting application performance or availability.
• Support deployment verification and post-release monitoring activities.

Application & Integration Support

• Troubleshoot application issues across web, mobile, APIs, and middleware platforms.
• Analyse application logs, monitoring data, and system traces to identify root causes.
• Support integrations with external systems, partners, payment gateways, and other enterprise platforms.
• Work closely with L3 to reproduce issues and validate fixes.
• Support release and deployment activities, including late-night and weekend implementations when required.

Continuous Improvement

• Identify recurring incidents and operational inefficiencies.
• Drive automation opportunities to reduce manual effort and repetitive support activities.
• Recommend improvements to monitoring, alerting, deployment processes, and support workflows.
• Contribute to operational excellence initiatives and service reliability improvements.

Stakeholder & Vendor Management

• Collaborate with internal teams, external vendors, and partners across different geographies and time zones.
• Communicate effectively with technical and non-technical stakeholders.
• Provide timely updates during incidents and service disruptions.
• Participate in operational reviews, governance meetings, and service improvement discussions.

Required Skills & Experience

Technical Skills

• 5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.
• Strong knowledge of AWS cloud services and operational support.
• Good understanding of cloud-native application architecture.
• Experience supporting:
  • Digital platforms
  • E-commerce systems
  • Customer-facing web applications
  • Mobile applications
• Knowledge of CDN technologies and content delivery architecture.
• Experience with monitoring and observability platforms such as:
  • Datadog
  • New Relic
  • Dynatrace
  • AppDynamics
  • Grafana
  • CloudWatch
• Familiarity with APM (Application Performance Monitoring) concepts.
• Understanding of SRE principles and operational best practices.
• Strong knowledge of:
  • APIs
  • Microservices
  • Web services
  • System integrations
  • Authentication and authorization flows
• Experience using ticketing and ITSM platforms such as Jira Service Management, ServiceNow, etc.
• Understanding of Incident, Problem, and Change Management processes.
• Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or CloudWatch Logs.

Soft Skills

• Strong troubleshooting and analytical thinking abilities.
• Naturally curious and investigative, with a desire to understand the full context behind incidents and operational events.
• Excellent problem-solving and root cause analysis skills.
• Strong ownership mindset and accountability.
• Ability to work independently in a fast-paced operational environment.
• Good communication and stakeholder management skills.
• Ability to remain calm and methodical during high-severity incidents.
• Strong documentation and knowledge-sharing practices.
• Continuous improvement mindset with a focus on automation and operational efficiency.

Good to Have Skills

• Knowledge of WeChat Mini Program ecosystem and integrations.
• Experience supporting SAP Commerce, Adobe Experience Manager (AEM), Magento, Shopify, or similar e-commerce platforms.
• Basic scripting skills — Python, Shell, Bash, PowerShell.
• Experience with API Gateway and event-driven architectures.
• AWS Certifications — Cloud Practitioner, Solutions Architect Associate, SysOps Administrator.
• ITIL Foundation certification.
• Experience supporting payment gateways and digital commerce ecosystems.
• Ability to communicate in Mandarin.

Working Conditions

• Participate in a 24x7 support and on-call rotation model.
• Support late-night, weekend, and public holiday deployments where required.
• Work closely with internal teams, vendors, and stakeholders across multiple time zones.
• Respond to critical production incidents outside business hours when necessary.