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Octal Philippines Inc.

Application Support Engineer (L2) - (POS Retail)

Octal Philippines Inc. Quezon City, Metro Manila, Philippines

Information Technology & Services · 51-200 employees

4 h ago
Remote support-engineer Mid (2-5 yrs) Full-time Philippines
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About the role

The role involves managing incident tickets, performing technical troubleshooting, and conducting root cause analysis for application issues. Additionally, the engineer will support deployment activities, maintain system documentation, and ensure service level agreements are met.

What they look for

SQL Scripting Log Analysis Incident Management Technical Troubleshooting Root Cause Analysis Application Support Deployment Support SLA Management DevOps Coordination Performance Monitoring Documentation Analytical Skills Problem Determination ITIL

Requirements

Candidates must hold a bachelor's degree in Computer Engineering, Computer Science, or IT with at least 3 years of experience in application support. Proficiency in SQL, scripting, and log analysis is required, along with strong analytical and communication skills.

Benefits

Government Mandated Benefits Health Insurance Emergency Leave Sick Leave Vacation Leave 13th Month Pay

Full description

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:

  • Handles Incident & Issue Tickets that require deeper technical analysis
  • Investigate application errors, system failures, and performance issues
  • Participate in performing root cause analysis (RCA) for recurring incidents
  • Provide timely fixes or workarounds to restore service
  • Analyze logs, and database queries
  • Reproduce issues in test or staging environments
  • Work with technologies like SQL, scripts, or monitoring tools
  • Support deployment activities (patches, hotfixes, minor releases)
  • Validate application functionality after releases
  • Coordinate with DevOps during rollouts
  • Identify performance bottlenecks and recommend improvements
  • Ensure SLAs (Service Level Agreements) are met
  • Act as a bridge between L1 support (client) and L3 teams
  • Escalate complex bugs with detailed analysis and logs
  • Communicate with stakeholders about issue status and resolution timelines
  • Maintain runbooks, SOPs, and troubleshooting guides
  • Document known issues and solutions
  • 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
  • Government Mandated Benefits (SSS, Pag-Ibig, Philheath, and 13th month)
  • Health Insurance
  • Standard Leave (Emergency, Sick, and Vacation)

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