Application Support Engineer (L2/L3) - API & Cloud
Salary: ₱95,000 – ₱100,000 per month
About the role
The Level 2/3 Technical Support Engineer provides advanced technical and application support to customers and internal teams. The role is responsible for investigating and resolving complex technical issues that require a higher level of technical expertise than standard Level 1 support. Works with 3rd party vendors and Customers with API integration. The position acts as a technical bridge between the Support Team and Development, QA, Infrastructure, Product and other technical teams. The role uses structured troubleshooting, application logs, databases, cloud platforms and technical tools to diagnose issues, identify root causes and deliver timely and effective resolutions.
Key responsibilities
Provide Level 2/3 technical support for complex application incidents and service requests
Investigate application issues using a structured and methodical troubleshooting approach
API support and ownership
Analyse application behaviour, error messages, system responses and configuration to identify potential causes
Reproduce issues where required to assist with diagnosis and resolution
Investigate recurring issues and contribute to root cause analysis
Support critical and high-priority incidents through investigation and resolution
Identify whether an issue is related to application configuration, data, infrastructure, integration or software defects
Escalate issues to Development, Infrastructure or other technical teams when specialist assistance is required
Maintain ownership of escalated issues through to resolution
About you
3-5 years in an Application Support or Dev Support
Strong application troubleshooting and diagnostic skills
Experience with API's, web services or integrations
Working knowledge of cloud environments, including EC2, S3, Lambda and CloudWatch
Strong analytical and problem-solving skills
Basic to Intermediate SQL skills
Experience working with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice
Experience supporting enterprise software applications
Strong written and verbal communication skills
Experience working to SLAs and KPIs
Schedule
Monday -Friday 6AM-3PM PH Time
Work Location
Homebased
About us
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.