Application Support Engineer (L2) - (POS Retail)
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Key details
- Location
- Quezon City, Philippines
- Work style
- Hybrid
- Level
- Mid level
- Job type
- Full-time
- Experience
- 3–6 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 2d ago
Skills
application supportitillog analysispoint of saleroot cause analysisscriptingsqltechnical troubleshootingtroubleshooting
About the role
The role will be responsible for supporting VS Application for our client, as an Application Support Engineer (L2). The ideal candidate will be assigned to Incident & Issue management for VS Application, Technical troubleshooting, support deployment activities, and documenting known issues and solutions.
Key Responsibilities:
- Deliver L2 application support and advanced technical troubleshooting for POS and enterprise retail solutions under hybrid work operations.
- Investigate application failures, performance bottlenecks, and system errors utilizing SQL queries, log analysis, scripts, and system monitoring tools.
- Perform root cause analysis (RCA) and reproduce software defects in staging environments to deliver immediate fixes and workarounds while adhering to strict SLAs.
- Act as the key technical bridge between L1 support and L3/DevOps teams, providing detailed issue reproductions, system logs, and diagnostic analysis for escalations.
- Coordinate with DevOps teams during patch releases and deployment rollouts, performing post-release validation to guarantee system stability.
- Author and maintain technical runbooks, standard operating procedures (SOPs), and troubleshooting knowledge bases for recurring issues.
Requirements
- Bachelor’s degree in computer engineering, Computer Science, or IT
- Minimum 3+ years of work experience as Application Support Engineer
- Knowledge and work experience in SQL, scripting, and analyzing logs
- Good analytical skills, problem determination, attention to detail, teamwork, and communication skills.
- Experience in ITIL is a plus.
- The candidate will work in a hybrid setup, consisting of 3 days onsite and 2 days work from-home per week.
- The candidate must be willing to work at the clients site when assigned.
- The candidate should be amenable to working on weekends and mid-shift schedules as required (e.g., 3:00 PM to 12:00 AM to align with the clients store closing operations).
- This position is primarily responsible for providing SLA-based Production Support services to clients and may require coverage across a 7-day operational schedule
Benefits
- Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
- Health Insurance
- Standard Leave (Emergency, Sick, and Vacation)
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