Job description for Application Support Engineer at Aldmic COOPN Digital
Requirements:
- Minimum Diploma (D3) or Bachelor's Degree (S1) in Information Technology, Information Systems, Computer Science, or a related field.
- At least 2 years of experience as an Application Support, Technical Support, Production Support, or a similar role.
- Strong understanding of troubleshooting web-based applications, APIs, databases, and background services.
- Ability to analyze incidents based on application logs, API requests/responses, error messages, and transaction data.
- Basic SQL knowledge and the ability to perform queries for investigation, validation, and data reconciliation purposes.
- Familiarity with REST APIs, JSON, HTTP status codes, webhooks, and tools such as Postman or similar.
- Understanding of basic Linux commands, application logs, service monitoring, and deployment environments.
- Knowledge of incident management, problem management, escalation processes, SLA management, and root cause analysis (RCA).
- Ability to distinguish whether incidents are caused by applications, data, configurations, infrastructure, networks, or third-party services.
- Experience handling transaction-related issues such as timeouts, duplicate transactions, failed callbacks, inconsistent statuses, and data discrepancies.
- Ability to collaborate effectively with L1 Support, Developers, QA, Infrastructure, Product teams, as well as merchants and business partners.
- Capable of creating investigation documentation, troubleshooting guides, known issue documentation, incident reports, and knowledge base articles.
- Strong communication skills with the ability to explain technical issues clearly to non-technical stakeholders.
- Willing to provide support and handle incidents outside regular working hours when required.
- Detail-oriented, analytical, able to prioritize effectively, and remain calm during critical incidents.
- Strong sense of ownership in resolving tickets and ensuring incidents are fully resolved from start to finish.
Preferred Qualifications:
- Experience in digital voucher, loyalty, payment, e-commerce, fintech, or other transaction-based industries.
- Familiarity with monitoring and log management tools such as Grafana, Kibana, Sentry, New Relic, Datadog, or similar platforms.
- Basic understanding of PHP/Laravel, JavaScript/Node.js, or other programming languages.
- Familiarity with Git, Docker, CI/CD pipelines, cloud environments, and message queue systems.
- Understanding of idempotency, asynchronous processing, retry mechanisms, reconciliation processes, and transaction lifecycles.
- Experience supporting integrations with merchants, business partners, payment gateways, or third-party APIs.
- Understanding of application security fundamentals, including credential management, sensitive data masking, and access control.
- Experience conducting Root Cause Analysis (RCA) and implementing corrective and preventive actions.
Core Competencies:
- Troubleshooting & Problem Solving
- SQL & Data Investigation
- API & Integration Support
- Incident Handling & Escalation Management
- Technical Documentation
- Stakeholder Communication
- Service-Oriented Mindset
- Attention to Detail & Ownership
