L2 Application Support Engineer

GCash; Center City (MN); On-site; USD 120,000 - 150,000; Full time

Job summary

GCash is seeking an experienced IT Operations professional to lead investigations and incident response for a high-traffic, cloud-native environment in Minnesota. You will own root cause analysis, document bugs with precise evidence, and drive production-ready solutions with delivery teams.

The role emphasizes hands-on debugging, Unix/Linux, Kubernetes, and SQL skills, plus strong collaboration with Dev, QA, and architecture teams. AIOps and runbook ownership are key components of the position.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent.
• At least 7 years in IT application support, SRE, DevOps, software development, or a related technical operations role.
• At least 3 years in a senior L2, L3, or equivalent production support role in a high-traffic, distributed, cloud-native environment.
• Demonstrated experience working independently — owning services, making technical decisions, and interfacing directly with senior engineers, architects, and business stakeholders without supervisory oversight.
• Hands-on experience with Unix/Linux, relational databases (MySQL or PostgreSQL), Kubernetes, and an ITSM platform.
• Demonstrated ability to read and navigate application source code to the level required for root cause analysis and solution formulation.

Responsibilities

• Independently investigate escalated, non-playbook incidents using logs, traces, DB queries, and source code.
• Replicate production issues end-to-end and produce a root cause document detailing trigger, failure, blast radius and impact.
• Craft a solution recommendation based on root cause and failure pattern for delivery teams.
• Raise and document bugs with precise reproduction steps, logs, and RCA.
• Collaborate with Dev/QA/Architect teams to drive solutions to production and close the loop.
• Serve as the technical SME for incidents affecting assigned services.
• Engage during major incidents, correlate signals, perform log analysis, run parallel investigation tracks, and implement workarounds within SLA.
• Participate in war room calls with structured, evidence-based troubleshooting.
• Use AIOps observability to correlate traces, metrics, logs to isolate root causes faster.
• Identify gaps in service observability and raise actionable recommendations.
• Understand how alerts flow into incident pipeline and distinguish signal from noise.
• Own runbook and KB coverage for all assigned services; produce post-incident documentation.
• Conduct knowledge transfer sessions to L1 Desk for new playbooks.
• Identify and build automation solutions to reduce ticket volume; develop Python tools.
• Own L2 side of Operational Readiness for new/enhanced products.

Skills

Unix/Linux

Kubernetes

MySQL/PostgreSQL

ITSM platform

Code understanding for RCA

Education

Bachelor's degree in CS/IT or equivalent

Tools

ITSM tooling

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

What You Will Do

Investigation & Bug Management

• Independently investigate escalated, non-playbook incidents using application logs, distributed traces, database queries, and source code — investigation goes all the way down to the code level when needed
• Replicate production issues end-to-end and produce a clear, structured root cause document — covering the trigger, failure mechanism, blast radius, and business impact
• Craft a well-reasoned solution recommendation based on the identified root cause and failure pattern — not just a workaround or a follow-up; a proposed fix direction that delivery teams can act on
• Raise and document bugs with the precision and completeness that development teams need to move immediately — reproduction steps, log evidence, code-level findings, impact scope, and recommended solution approach
• Work actively with delivery teams (Dev, QA, architects) to drive the proposed solution to production; own the closure loop — not just the escalation

Incident Response

• Serve as the technical SME for incidents affecting your assigned services
• Engage immediately during major incidents — correlate signals across observability platforms, perform log analysis, drive parallel investigation tracks, and execute workarounds within SLA
• Participate in war room calls; contribute structured, evidence-based troubleshooting

AIOps & Observability

• Use AIOps Observability platforms for deep-dive investigation — correlate APM traces, infrastructure metrics, log data, and anomaly signals to isolate root cause faster and with more precision
• Identify gaps in service observability — missing monitors, unmapped services, incomplete trace coverage — and raise actionable recommendations to improve investigation capability across assigned services
• Understand how alerts flow from observability tools into the incident pipeline; distinguish signal from noise during active incidents

Runbook & Knowledge Management

• Own runbook and KB article coverage for all assigned services — current, accurate, and executable by L1
• Produce post-incident documentation (impact, RCA, mitigation, updated runbook) after every major incident
• Conduct knowledge transfer sessions to the L1 Technical Service Desk for newly documented playbooks

Automation & Tools Development

• Identify and build automation solutions that reduce ticket volume and cut handling time
• Develop tools using Python and scripting; contribute to internal automation platforms

Service Transition

• Own the L2 side of Operational Readiness for new or enhanced products — participate in training, shadowing, and reverse-shadowing with development tribes

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent
• At least 7 years in IT application support, SRE, DevOps, software development, or a related technical operations role
• At least 3 years in a senior L2, L3, or equivalent production support role in a high-traffic, distributed, cloud-native environment
• Demonstrated experience working independently — owning services, making technical decisions, and interfacing directly with senior engineers, architects, and business stakeholders without supervisory oversight
• Hands-on experience with Unix/Linux, relational databases (MySQL or PostgreSQL), Kubernetes, and an ITSM platform
• Demonstrated ability to read and navigate application source code to the level required for root cause analysis and solution formulation — prior software development, SRE, or DevOps experience is strongly preferred

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package