Job description for L2 Application Support Engineer at Aldmic COOPN Digital
Responsibilities:
- Monitor, investigate, and resolve application incidents, service disruptions, and transaction-related issues to ensure system stability and availability.
- Perform troubleshooting and root cause analysis (RCA) for issues related to web applications, APIs, databases, integrations, and background services.
- Analyze application logs, API requests/responses, transaction records, and system monitoring data to identify and resolve production issues.
- Execute SQL queries for data investigation, validation, reconciliation, and issue resolution purposes.
- Support and maintain integrations with merchants, business partners, payment gateways, and third-party systems.
- Manage incident lifecycles in accordance with established SLA, escalation procedures, and incident management processes.
- Collaborate closely with L1 Support, Developers, QA, Infrastructure, Product, and Business teams to ensure timely issue resolution and service continuity.
- Investigate and resolve transaction anomalies such as failed transactions, duplicate transactions, callback failures, timeouts, inconsistent statuses, and data discrepancies.
- Monitor application health, system performance, service availability, and error trends using monitoring and logging tools.
- Differentiate and identify whether issues originate from application logic, data integrity, system configuration, infrastructure, network connectivity, or external dependencies.
- Provide technical support for production deployments, release validation, and post-deployment monitoring activities.
- Document investigation findings, troubleshooting procedures, known issues, incident reports, and knowledge base articles to improve operational efficiency.
- Communicate incident status, technical findings, and resolution updates clearly to both technical and non-technical stakeholders.
- Participate in on-call support and respond to critical incidents outside normal working hours when required.
- Work with engineering teams to implement corrective and preventive actions that reduce recurring incidents and improve platform reliability.
- Support continuous improvement initiatives related to monitoring, automation, operational processes, and service quality.
- Ensure compliance with security best practices, including access management, credential handling, and sensitive data protection.
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.
