Application Support Engineer (L2) - (POS Retail)
Octal Philippines · Quezon City
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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