Application Support Analyst – L2 Technical Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Monitor applications, systems, and alerts for potential issues and service interruptions.

• Investigate, troubleshoot, and resolve incidents related to applications and systems.

• Lead or provide support for P1 and other high-priority incidents.

• Analyze application logs, system behavior, and error messages to determine root causes.

• Collaborate with engineering and specialist teams to address complex issues and restore services.

• Troubleshoot Linux-based systems, web applications, databases, and cloud environments.

• Utilize SQL and log analysis to examine application behavior, data-related issues, and system errors.

• Employ monitoring, IT service management, and remote monitoring tools to track incidents.

• Adhere to incident, problem, and change management processes.

• Provide stakeholders with timely updates regarding incident progress, impact, and resolution.

• Maintain records of incidents, technical documentation, and troubleshooting procedures.

• Contribute to root cause analysis, incident reviews, and initiatives for service improvement.

• Ensure smooth shift handovers and continuity of support within a 24/7 operation.

• Manage incidents and service requests in accordance with SLAs.

• Support operational readiness and service continuity through system monitoring.

• Participate in training, product familiarization, and knowledge-sharing activities.

⛳️ Requirements

• Experience in application support, technical support, production support, or a similar IT support role.

• Practical experience in supporting Linux environments and troubleshooting web applications.

• Familiarity with AWS and cloud-based environments.

• Experience using SQL to investigate application or data-related issues.

• Ability to analyze complex logs, system alerts, and error messages.

• Understanding of monitoring tools, IT service management systems, and incident management processes.

• Experience troubleshooting on-premises, cloud, or hybrid environments.

• Capability to handle incidents based on priority, including critical incidents, with appropriate escalation.

• Strong analytical and problem-solving skills.

• Clear written and verbal communication skills in English.

• Familiarity with Agile and DevOps methodologies.

• Willingness to work in a 24/7 support operation with a required shift schedule.

• Experience providing out-of-hours, overnight, or shift-based technical support.

• Experience supporting production workloads in AWS or other cloud environments.

• Exposure to business-critical, high-availability, or regulated systems.

• Knowledge of networking fundamentals and infrastructure troubleshooting.

• Experience contributing to root cause analysis, post-incident reviews, and initiatives for service improvement.

🏝️ Benefits

• Remote / Home-Based.

• 4 days on / 4 days off schedule.

• Structured training and onboarding.

• Training, technical workshops, product familiarization, and knowledge-sharing activities.

• Occasional participation in client activities.