L2 Application Support Engineer

Responsibilities:

• Monitor, investigate, and resolve application incidents, service disruptions, and transaction-related issues to ensure system stability and availability.
• Perform troubleshooting and root cause analysis (RCA) for issues related to web applications, APIs, databases, integrations, and background services.
• Analyze application logs, API requests/responses, transaction records, and system monitoring data to identify and resolve production issues.
• Execute SQL queries for data investigation, validation, reconciliation, and issue resolution purposes.
• Support and maintain integrations with merchants, business partners, payment gateways, and third-party systems.
• Manage incident lifecycles in accordance with established SLA, escalation procedures, and incident management processes.
• Collaborate closely with L1 Support, Developers, QA, Infrastructure, Product, and Business teams to ensure timely issue resolution and service continuity.
• Investigate and resolve transaction anomalies such as failed transactions, duplicate transactions, callback failures, timeouts, inconsistent statuses, and data discrepancies.
• Monitor application health, system performance, service availability, and error trends using monitoring and logging tools.
• Differentiate and identify whether issues originate from application logic, data integrity, system configuration, infrastructure, network connectivity, or external dependencies.
• Provide technical support for production deployments, release validation, and post-deployment monitoring activities.
• Document investigation findings, troubleshooting procedures, known issues, incident reports, and knowledge base articles to improve operational efficiency.
• Communicate incident status, technical findings, and resolution updates clearly to both technical and non-technical stakeholders.
• Participate in on-call support and respond to critical incidents outside normal working hours when required.
• Work with engineering teams to implement corrective and preventive actions that reduce recurring incidents and improve platform reliability.
• Support continuous improvement initiatives related to monitoring, automation, operational processes, and service quality.
• Ensure compliance with security best practices, including access management, credential handling, and sensitive data protection.

Requirements:

• Minimum Diploma (D3) or Bachelor's Degree (S1) in Information Technology, Information Systems, Computer Science, or a related field.
• At least 2 years of experience as an Application Support, Technical Support, Production Support, or a similar role.
• Strong understanding of troubleshooting web-based applications, APIs, databases, and background services.
• Ability to analyze incidents based on application logs, API requests/responses, error messages, and transaction data.
• Basic SQL knowledge and the ability to perform queries for investigation, validation, and data reconciliation purposes.
• Familiarity with REST APIs, JSON, HTTP status codes, webhooks, and tools such as Postman or similar.
• Understanding of basic Linux commands, application logs, service monitoring, and deployment environments.
• Knowledge of incident management, problem management, escalation processes, SLA management, and root cause analysis (RCA).
• Ability to distinguish whether incidents are caused by applications, data, configurations, infrastructure, networks, or third-party services.
• Experience handling transaction-related issues such as timeouts, duplicate transactions, failed callbacks, inconsistent statuses, and data discrepancies.
• Ability to collaborate effectively with L1 Support, Developers, QA, Infrastructure, Product teams, as well as merchants and business partners.
• Capable of creating investigation documentation, troubleshooting guides, known issue documentation, incident reports, and knowledge base articles.
• Strong communication skills with the ability to explain technical issues clearly to non-technical stakeholders.
• Willing to provide support and handle incidents outside regular working hours when required.
• Detail-oriented, analytical, able to prioritize effectively, and remain calm during critical incidents.
• Strong sense of ownership in resolving tickets and ensuring incidents are fully resolved from start to finish.

Preferred Qualifications:

• Experience in digital voucher, loyalty, payment, e-commerce, fintech, or other transaction-based industries.
• Familiarity with monitoring and log management tools such as Grafana, Kibana, Sentry, New Relic, Datadog, or similar platforms.
• Basic understanding of PHP/Laravel, JavaScript/Node.js, or other programming languages.
• Familiarity with Git, Docker, CI/CD pipelines, cloud environments, and message queue systems.
• Understanding of idempotency, asynchronous processing, retry mechanisms, reconciliation processes, and transaction lifecycles.
• Experience supporting integrations with merchants, business partners, payment gateways, or third-party APIs.
• Understanding of application security fundamentals, including credential management, sensitive data masking, and access control.
• Experience conducting Root Cause Analysis (RCA) and implementing corrective and preventive actions.