Professional Application Support Engineer (a)

What you're going to do

Are you an application support professional who enjoys troubleshooting issues, coordinating solutions, and helping users get back on track quickly? Do you like taking ownership of incidents and working with different teams to resolve them effectively?

As part of our team in Singapore, you will provide Level 1 and Level 2 application support for our clients and help ensure reliable day-to-day application operations. You will manage incidents and service requests, troubleshoot application issues, coordinate resolution across teams, and escalate more complex cases when needed.

You will be responsible for the following tasks:

• Providing Level 1 and Level 2 application support and resolving incidents within agreed Service Level Agreements
• Managing incidents and service requests from initial assessment and prioritization through resolution or escalation
• Troubleshooting application issues and performing initial technical analysis using logs, error messages, system information, and available support tools
• Resolving known issues using established procedures and knowledge articles and escalating complex cases with complete diagnostic information
• Coordinating incident resolution with clients, internal engineering teams, infrastructure teams, vendors, and other relevant stakeholders
• Keeping users and stakeholders informed about incident status, progress, workarounds, and resolution
• Monitoring application health, operational alerts, scheduled processes, and batch jobs and responding to issues when required
• Supporting continuous improvement by documenting solutions, identifying recurring incidents, improving support procedures, and contributing to production changes
• Participating in rotational after-hours standby duty, including onsite support for urgent incidents when required, as well as occasional support outside normal working hours during major production implementations or peak activity periods, with compensation in accordance with applicable company policy and employment terms

Training and mentorship will be provided to support your development.

What we're looking for

• At least 3 years of experience in application support, production support, service desk, or a similar technical support role
• Experience with Level 1 or Level 2 application support, incident handling, troubleshooting, and escalation
• Experience working with ticketing or IT service management systems and Service Level Agreements
• Good understanding of web applications, client-server environments, Windows, Unix or Linux, databases, and basic networking concepts
• Basic SQL knowledge and ability to interpret application logs, error messages, and other diagnostic information
• Strong analytical and problem-solving skills with a structured approach to troubleshooting
• Good communication and coordination skills with the ability to work effectively with clients, users, and technical teams
• Proactive, service-oriented, and collaborative mindset with the ability to remain organized and responsive under pressure
• Basic understanding of REST APIs, HTTP/HTTPS, common HTTP status codes, and application integrations
• Familiarity with authentication and identity concepts, such as SSO, MFA, tokens, certificates, sessions, and access-related troubleshooting
• Ability to perform end-to-end troubleshooting across application, integration, authentication, network, and database layers
• Experience using log monitoring or analysis tools to identify errors and correlate application events

Nice to have

• Experience with Java-based applications or basic programming and scripting
• Experience with .NET, SharePoint, Dynamics 365, or SQL
• Familiarity with ITIL-based incident, problem, and change management processes
• Experience with DevOps, DevSecOps, cloud technologies, application monitoring, or log-analysis tools