Application Support Engineer (Software / L1L2)

We are looking for an L1+L2 App Support Engineer to join our dynamic team! You will play a crucial role in ensuring the smooth operation of applications and providing technical support to end users.

• Competitive remuneration package (up to $4,000 + AWS + Variable Bonuses).
• Hybrid working arrangement.
• Be part of a collaborative and supportive team that encourages growth.

Responsibilities:

• Provide assistance to users, addressing inquiries, troubleshooting issues, and quickly implementing solutions to restore systems to full functionality.
• Keep detailed documentation of user interactions, reported problems, solutions applied, and any further actions needed by management or tier 2 support.
• Create user manuals and troubleshooting guides to aid both support teams and users in effectively interacting with the system.
• Work closely with L3 Technical staff and the project manager to set objectives and plan system upgrades and improvements.
• Develop and implement new procedures to boost efficiency, enhance customer satisfaction, and reduce operational costs.
• Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures.
• Work is arranged in a shift roster following a rotating 3-2-2-3 schedule.

Job Requirements:

• Bachelor Degree in Computer Science, or a related field.
• At least 1 year of experience in application development and/or support, Knowledge in some programming languages (HTML, JAVA) and software testing will be an added advantage.
• Good verbal and written communication skills.
• Strong troubleshooting and problem-solving skills with experience in identifying and resolving complex technical issues.
• Experience with ticketing systems (e.g., JIRA, ServiceNow) and version control tools (e.g., Git) is a plus.
• Prior experience in supporting and troubleshooting web-based applications.
• Experience in supporting FinTech-related software applications is an added advantage.

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