Application Support Engineer for POS

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
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)

Work arrangement
No