About the role
What You Will Be Doing
As an Application Support Engineer, you will play a critical role in supporting enterprise applications and ensuring smooth system operations for our clients.
You will work closely with customers, project teams, developers, QA engineers, and R&D teams to investigate issues, troubleshoot application problems, perform root cause analysis, and drive issues to resolution.
This role is ideal for candidates who enjoy technical troubleshooting, system investigations, SQL queries, APIs, log analysis, and client interaction in a fast-paced environment.
Key Responsibilities
- Being a representative for project-specific customer inquiries and issues that you will take ownership and bring resolution.
- Ensure customer satisfaction in Project Support and Maintenance
- Provide Level 1 and Level 2 application support to enterprise clients
- Investigate, troubleshoot, and resolve application and system-related issues
- Perform root cause analysis and replicate reported issues for deeper investigation
- Work closely with developers and QA teams to facilitate bug fixing and system improvements
- Monitor and manage support tickets while ensuring SLA compliance
- Analyze logs, system behavior, and database records to identify issues
- Support system testing activities including SIT, UAT, and production validation
- Assist in application deployment activities, patches, and release support
- Maintain proper documentation including issue tracking, release notes, user guides, and troubleshooting knowledge base
- Conduct user training and provide guidance to clients on system usage and troubleshooting
- Communicate professionally with internal teams and external stakeholders regarding issue status and resolutions
- Continuously improve support processes and customer experience
What We Are Looking For
- Diploma or Degree in Information Technology, Computer Science, Software Engineering, or related disciplines
- Min. 2–4 years of experience in Application Support / Technical Support / Production Support roles
- Experience supporting web-based or enterprise applications
- Strong troubleshooting and analytical skills
- Familiarity with SQL queries and database investigation
- Exposure to APIs, logs investigation, or system monitoring tools is advantageous
- Experience working with ticketing systems such as Jira, ServiceNow, or similar tools
- Exposure to SIT/UAT testing or release support activities is preferred
- Good communication skills and ability to work with both technical and non-technical stakeholders
- Customer-oriented mindset with strong ownership and problem-solving abilities
- Able to converse with mandarin speaking clients.
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