L2 Application Support

3 weeks ago

Makati, Philippines Galatic Events Corp. Full time

The Level 2 Technical Support Engineer will be responsible for providing advanced technical support to resolve software, system, and application-related issues. This role requires a mix of technical expertise, problem-solving skills, and excellent communication to ensure high-quality customer satisfaction. The candidate will also act as a bridge between Level 1 support and the development/engineering teams.

Responsibilities
  • As a L2 Support, you will be analyzing and providing effective incident resolution for technical issues from L1 Support, ensuring minimal disruption to end users and business operations;
  • Perform system maintenance, monitoring, and troubleshooting using Google Cloud Platform (GCP) services.
  • Utilize MySQL syntax for database queries, maintenance, and performance optimization.
  • Collaborate with internal technical teams to provide in-depth technical support for application-related issues.
  • Write and maintain technical documentation to assist in optimizing problem-solving processes.
  • Use Node.js development tools as needed and resolve system-related issues.
  • Proactively monitor and maintain IT systems to ensure smooth operation, performing preventive maintenance to minimize risks of failure.
  • Assist in deploying service versions and provide logs related to the operational status of services.
  • Investigating, analyzing, and collecting information for escalated issues, leveraging approved ticketing tools to document and escalate to Level 3 support when necessary.
  • 2+ years of experience as an L2 Application support experience, with a proven ability to resolve technical issues and fulfill service requests effectively.
  • Familiarity with Google Cloud Platform (GCP) operations and management, including services like Compute Engine, Cloud Storage, Docker ..etc.
  • Proficiency in MySQL syntax, with the ability to perform database queries, performance tuning, and data migration.
  • Proficient in JavaScript, capable of writing and debugging code to resolve technical issues.
  • Skilled in using regular expressions and able to write them for specific scenarios.
  • Strong problem analysis and troubleshooting skills, able to handle urgent issues effectively under pressure.
  • Excellent communication skills, with the ability to communicate clearly with both technical and non-technical personnel at various levels.
  • Ability to prioritize tasks and handle escalations efficiently, ensuring that critical issues are resolved in a timely manner.
  • Ability to work independently and solve problems effectively.

Good to have:

  • Knowledge and practical experience in networking.
  • Experience with other database systems (e.g., Redis, MongoDB, BigQuery, BigTable).
  • Proficiency in other programming languages (e.g., Python, C++) is a plus.
Job summary

Join Galatic Events as an L2 Application Support Engineer. Handle escalated issues, troubleshooting, and ensure smooth IT operations.

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