Application Support Specialist (L2)

Application Support Specialist (L2)
Employment type: Full-time, Permanent
Work arrangement: Onsite, rotating shifts

About the Role

JoyRide is looking for an Application Support Specialist (L2) to investigate and resolve technical issues affecting our applications and internal systems.

You will handle escalations from frontline support, investigate application behavior, and work closely with Engineering, Product, and Operations to resolve incidents and reduce recurring issues.

This role requires practical troubleshooting experience, clear communication, and the ability to take ownership of issues from investigation through resolution.

Key Responsibilities

• Investigate and resolve application issues escalated by L1 support and internal teams.

• Use SQL queries, application logs, monitoring tools, and API testing tools to validate issues, identify possible causes, and assess their impact.

• Reproduce reported problems and distinguish between user errors, configuration issues, data discrepancies, and software defects.

• Perform approved troubleshooting steps, workarounds, and corrective actions within established access permissions and procedures.

• Escalate issues requiring code changes or deeper technical investigation to Engineering, providing clear reproduction steps, logs, findings, and supporting evidence.

• Track incidents through resolution, keeping relevant teams informed of impact, progress, workarounds, and next steps.

• Support critical incident response by assessing affected services, gathering technical evidence, and coordinating with relevant teams.

• Verify fixes and confirm that affected functionality has been restored.

• Identify recurring issues and contribute to root cause investigations and preventive improvements.

• Create and maintain troubleshooting guides, support procedures, known-issue records, and knowledge base articles.

• Guide L1 support on troubleshooting steps and the information needed for effective escalation.

• Follow data privacy, security, and change control procedures when accessing systems and handling information.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent relevant experience.

• At least 2 years of experience in application support, production support, or a similar technical role, including handling escalated issues.

• Working knowledge of SQL, including retrieving and analyzing data for troubleshooting.

• Experience reviewing application logs and investigating system errors.

• Familiarity with APIs, HTTP status codes, JSON, and tools such as Postman.

• Understanding of incident prioritization, escalation, documentation, and resolution processes.

• Ability to investigate issues independently and recognize when Engineering involvement is required.

• Strong analytical skills, attention to detail, and clear written and verbal communication.

• Ability to explain technical findings to non-technical teams and remain organized during urgent incidents.

• Willingness to work onsite at Marcos Highway, Antipolo City.

• Availability for rotating shifts, including evenings, weekends, and holidays, as scheduled.

Preferred Qualifications

• Experience supporting mobile applications, digital platforms, or transactional systems.

• Familiarity with monitoring tools, ticketing systems, and cloud environments.

• Experience supporting mobility, delivery, fintech, or e-commerce platforms.