Application Support Engineer (L2/L3) at Satellite Office

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

07 May, 26

Salary

0.0

Posted On

06 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Technical Support, Operations, API Testing, Troubleshooting, Incident Management, SLA Compliance, Documentation, Customer Communication, Root Cause Analysis, Knowledge Management, Telecom Platforms, Integration Systems, Web-Based Applications, Error Handling, Service Operations

Industry

Outsourcing and Offshoring Consulting

Description

Role Overview We’re looking for a self-starter who thrives in a very fast-paced environment, embraces AI, and is self-driven in owning work end-to-end to be successful in this role. The Application Support Engineer provides L2/L3 production support for a telecom application platform used to manage customer connectivity, provisioning workflows, integrations, and service operations. This role is operationally critical and focuses on incident ownership, SLA adherence, high-quality troubleshooting, and disciplined execution of support processes. This is a remote role operating on US Central Time support hours and is designed for engineers who demonstrate strong ownership, structured troubleshooting, and consistent performance in a fast-paced support environment. Primary Responsibilities & Duties Production & Incident Support (Core Accountability) •Own assigned tickets end-to-end, ensuring timely initial response, investigation, resolution, and closure. •Triage, troubleshoot, and resolve L2/L3 application issues related to authentication, provisioning workflows, integrations, and API-driven processes. •Meet or exceed defined SLA targets for response and resolution. •Correctly classify incident, service request, and problem and follow the appropriate workflow. •Escalate effectively and early with complete technical context when required. Troubleshooting & Root Cause Analysis •Apply structured troubleshooting techniques to isolate application, workflow, or integration issues. •Analyze request/response behavior, error handling, and system feedback for API-driven operations. •Participate in root cause analysis for recurring or high-impact issues and contribute to preventive actions. Customer & Stakeholder Communication •Provide clear, accurate, and timely updates aligned with communication standards. •Translate technical issues into clear impact statements during incidents and escalations. •Maintain professional, audit-ready ticket updates. Operational Excellence & QA Compliance •Follow documented SOPs, escalation paths, and support workflows consistently. •Maintain high-quality ticket documentation aligned with the Support QA Framework, including: o Correct categorization and prioritization o Clear issue description and resolution details o Accurate timelines, ownership, and next steps •Demonstrate consistent performance across: SLA compliance, troubleshooting quality, communication, documentation, and ownership. Knowledge Management & Continuous Improvement •Create and maintain troubleshooting guides, runbooks, and knowledge base articles. •Identify recurring issues, process gaps, or tooling limitations and recommend improvements. •Support platform transitions or system migrations by adhering to updated processes and tooling. Required Qualifications Experience •3–5+ years of experience in Application Support, Technical Support, or Operations roles. •Proven experience supporting production applications with SLA accountability. •Experience supporting API-driven platforms or integration-heavy systems. •Ability to work effectively in a remote, shift-based support environment. Technical Skills •Strong understanding of web-based application platforms and system integrations. •Experience troubleshooting API calls, request/response flows, and error codes. •Hands-on experience with API testing tools (e.g., Postman or equivalent) for validation and troubleshooting. •Familiarity with ticketing systems and ITSM concepts (Incident, Problem, Change). •Exposure to telecom platforms, multi-carrier/MNO environments, or connectivity services is a strong plus. Behavioral & Performance Expectations (Non-Negotiable) •Consistent adherence to SLAs, SOPs, and QA standards. •Demonstrates ownership and accountability until resolution. •Communicates proactively and escalates appropriately. •Produces accurate, complete, and audit-ready ticket documentation. •Able to work independently with minimal supervision. This Role Is Not a Fit If You: •Miss SLAs or delay customer updates. •Do not follow documented support processes. •Avoid ownership or escalate late without sufficient context. •Struggle with structured troubleshooting or documentation discipline. Work Arrangement •Remote role •US Central Time support hours •Participation in incident bridges or extended support may be required during critical events Success Metrics •SLA compliance (initial response and resolution) •QA audit scores across documentation, communication, and troubleshooting •Reduction in repeat incidents •Stakeholder and customer satisfaction •Contribution to knowledge base and process improvements

Responsibilities

The Application Support Engineer is responsible for providing L2/L3 production support for a telecom application platform, focusing on incident ownership and high-quality troubleshooting. This role requires timely resolution of application issues and adherence to defined SLA targets.