Application Support Engineer

The Application Support Engineer is the technical point of contact for our banking, issuer and merchant clients running our payment solutions (such as 3-D Secure and payment gateway), hosted on-premise at client data centres or in the cloud. You will keep production applications stable, secure and compliant by resolving Level 2 incidents, delivering patches and upgrades, monitoring application health, and working closely with the Software, Business, Infrastructure and Security teams.

Key Responsibilities

Incident & Problem Management

• Act as Level 2 support for production applications: diagnose, troubleshoot and resolve application issues within agreed SLAs, and communicate status, workarounds and resolutions clearly to external clients.

• Perform root-cause analysis (log analysis, database queries, API tracing) and escalate confirmed defects to the Software team (L3) with complete evidence and reproduction steps.

• Log, update and track all incidents and service requests in the ticketing system (e.g. Jira) through to closure.

• Prepare incident / RCA reports for major incidents, and document issues and solutions in the knowledge base so they are shared between the Software and Business teams.

Release, Patch & Change Management

• Plan, prepare and execute software deployments, patches and upgrades for on-premise and cloud environments, following the change management process (deployment plan, rollback plan and post-deployment verification).

• Prepare maintenance plans and upgrade schedules for supported applications, and coordinate maintenance windows with clients.

• Perform routine maintenance such as SSL/TLS certificate renewal, configuration changes, log housekeeping and database housekeeping.

Monitoring & Operations

• Monitor application and system alerts and dashboards (e.g. Dynatrace, SolarWinds, Nagios, OpenSearch) and act proactively on anomalies before they impact clients.

• Support availability, capacity and performance checks, and participate in disaster recovery (DR) drills.

• Identify repetitive manual tasks and automate them using scripting or Ansible/AWX.

Reporting & Documentation

• Prepare and maintain operational reports for each product, e.g. incident/SLA reports, monthly service reports and business/transaction reports extracted from the database.

• Maintain support documentation: runbooks/SOPs, known-error records, installation and configuration guides, and client environment records.

Collaboration & Compliance

• Work closely with internal teams (Software, Business/Product, Infrastructure and Security) and with client technical teams.

• Follow the security and compliance requirements of the payments industry (e.g. PCI DSS), including access control and handling of sensitive data, and support internal and client audits.

Job Requirements

• Diploma or Degree in Computer Science, Information Technology, Software Engineering or equivalent.

• Minimum 2 years’ experience in Level 2 technical or application support (or a related role such as production support, system administration or DevOps).

• Hands-on experience supporting Java-based web applications (web server → application server → database) and a good understanding of the software / patch delivery process.

• Experience deploying software in on-premise and/or cloud environments is an advantage.

• Experience or knowledge of payments, e-commerce, banking or card business flows (e.g. 3-D Secure, card authorisation, payment gateway) is an advantage.

• Familiarity with ITIL practices (incident, problem and change management) is an advantage.

• Strong written and verbal communication skills in English, with the ability to explain technical issues to clients and non-technical stakeholders.

• Analytical, self-driven and able to work independently as well as collaboratively with people at all levels.

• Willing to travel for overseas assignments and to data centres / client offices, participate in a rotating on-call (standby) roster, and support patching activities outside business hours.

Key Required Skills

• Web servers: Apache HTTP Server and/or Nginx — configuration, reverse proxy, SSL/TLS certificate management, log reading.

• Application server: Apache Tomcat — deployment, configuration and troubleshooting.

• Linux: command line, log analysis (grep, tail, awk, etc.), process and service management.

• Windows Server: basic administration and troubleshooting.

• SQL: writing queries for troubleshooting and data extraction (PostgreSQL, MS SQL Server and/or Oracle).

• Networking fundamentals: HTTP/HTTPS, DNS, ports/firewalls and connectivity testing (curl, openssl, telnet/nc).