L2 Application Support Engineer

Responsibilities

• Incident & Application Support
• Provide second-line (L2) support for production and staging systems, handling
• escalations from L1 Support.
• Investigate application errors, system alerts, performance degradation, and
• integration issues.
• Restore services within agreed SLA/OLA timelines and ensure proper incident
• closure.
• Troubleshooting & Root Cause Analysis
• Perform in-depth troubleshooting using logs, metrics, and monitoring tools.
• Conduct root cause analysis (RCA) for recurring or high-impact incidents.
• Propose and implement corrective and preventive actions to reduce incident
• recurrence.
• Collaboration & Escalation
• Work closely with L3 engineers, DevOps, and vendors to resolve complex technical
• issues.
• Provide clear technical findings, logs, and evidence when escalating issues.
• Participate in incident bridges, post-incident reviews, and operational discussions.
• Operational Excellence
• Monitor system health, alerts, dashboards, and logs to proactively identify issues.
• Execute approved configuration changes, patches, and operational fixes.
• Support deployment, release, and maintenance activities when required.
• Contribute to automation of operational tasks, monitoring, and alerting where
• applicable.
• Identify gaps in runbooks, SOPs, and operational processes and drive improvements.
• Documentation
• Maintain and update runbooks, troubleshooting guides, and knowledge base
• articles.
• Document incident resolutions and operational procedures clearly and accurately.
• Security & Compliance
• Adhere to security, access control, and compliance requirements.
• Handle sensitive information in logs, tickets, and systems appropriately.
• Support audits, vulnerability remediation, and compliance checks when required.
• Key Experiences and Qualifications We Seek
• Educational Background:
• Diploma or higher in Computer Science, Information Technology, or a related field.
• Professional Experience:
• 3-5+ years of relevant experience in application support, systems support, or
• operations roles.
• Experience supporting production systems in a high-availability or mission-critical
• environment.
• Technical Expertise:
• Strong hands-on experience with:
• Application log analysis and monitoring tools (e.g. AWS CloudWatch, Grafana, ELK, Google Analytics, etc)
• Linux/Unix environments
• Working knowledge of cloud platforms (e.g. AWS services such as ECS, Lambda, S3, RDS).
• Basic database knowledge (MySQL, PostgreSQL) for health checks and simple queries.
• Basic knowledge on REST APIs, system integrations and authentication design
• Understanding of incident, problem, and change management processes.
• Problem-Solving Skills:
• Strong analytical and troubleshooting skills.
• Ability to break down complex incidents into clear, actionable steps.
• Calm and methodical approach when handling production issues under pressure.
• Operational Practices:
• Familiarity with ticketing and incident management tools (e.g. Jira, PagerDuty).
• Experience working with runbooks, SOPs, and on-call support rotations (if applicable).
• Additional Skills (Bonus Points):
• Experience supporting cloud-native or microservices-based systems.
• Basic scripting skills (e.g. Bash, Python) for automation.
• Experience working in government, regulated, or large-scale enterprise environments.
• Knowledge of disaster recovery and business continuity planning.
• Character Traits We Look Out For
• Team player with a collaborative mindset
• Strong sense of ownership and accountability for system reliability
• Proactive in identifying and addressing operational issues
• Willingness and ability to learn and adapt to new systems and tools
• Openness to sharing knowledge and improving team capability
• Clear verbal and written communication skills, including incident reporting

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at RAPSYS TECHNOLOGIES PTE. LTD.? Share your experience