Application Support Engineer

About the role

The Application Support Engineer supports enterprise applications and keeps system operations running smoothly for 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. The role suits people who enjoy technical troubleshooting, SQL queries, APIs, log analysis and client interaction in a fast-paced environment.

Key responsibilities

• Act as a representative for project-specific customer inquiries and issues, taking ownership until they are resolved
• 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 issues, performing root cause analysis and replicating reported issues
• Work with developers and QA teams to help fix bugs and improve the system
• Monitor and manage support tickets while meeting SLA compliance
• Analyze logs, system behaviour and database records to identify issues
• Support system testing (SIT, UAT) and production validation, and assist with deployments, patches and releases
• Maintain documentation such as issue tracking, release notes, user guides and a troubleshooting knowledge base
• Deliver user training and guide clients on system use and troubleshooting
• Communicate professionally with internal teams and external stakeholders about issue status and resolutions
• Continuously improve support processes and customer experience

Required profile

• Diploma or degree in Information Technology, Computer Science, Software Engineering or a related discipline
• Minimum 2-4 years of experience in application support, technical support or production support roles
• Experience supporting web-based or enterprise applications
• Ability to communicate with Mandarin-speaking clients
• Good communication skills and a customer-oriented mindset with strong ownership and problem-solving

Required skills

• Strong troubleshooting and analytical skills
• Familiarity with SQL queries and database investigation
• Advantageous: exposure to APIs, log investigation or system monitoring tools
• Advantageous: experience with ticketing systems such as Jira or ServiceNow
• Preferred: exposure to SIT/UAT testing or release support