Application Support Engineer; L2​/L3; API & Cloud

Troubleshooting REST APIs, integration issues, HTTP responses, logs, SQL, cloud/platform issues, and third-party vendors

Full Time Employee

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals

The Level 2/3 Technical Support Engineer provides advanced technical and application support to customers and internal teams. The role is responsible for investigating and resolving complex technical issues that require a higher level of technical expertise than standard Level 1 support. Works with 3rd party vendors and Customers with API integration. The position acts as a technical bridge between the Support Team and Development, QA, Infrastructure, Product and other technical teams.

The role uses structured troubleshooting, application logs, databases, cloud platforms and technical tools to diagnose issues, identify root causes and deliver timely and effective resolutions. The successful candidate will have a strong customer focus, excellent analytical and troubleshooting skills, and the ability to work collaboratively across technical and business teams.

Key Responsibilities

• Provide Level 2/3 technical support for complex application incidents and service requests
• Investigate application issues using a structured and methodical troubleshooting approach.
• API- support and ownership
• Analyse application behaviour, error messages, system responses and configuration to identify potential causes.
• Reproduce issues where required to assist with diagnosis and resolution.
• Investigate recurring issues and contribute to root cause analysis.
• Support critical and high-priority incidents through investigation and resolution.
• Identify whether an issue is related to application configuration, data, infrastructure, integration or software defects.
• Escalate issues to Development, Infrastructure or other technical teams when specialist assistance is required
• Maintain ownership of escalated issues through to resolution.
• Support continual service Improvement

• Application troubleshooting
• Windows and Microsoft 365
• Basic SQL
• Programming concept (JavaScript)
• Log monitoring
  * Cloud Watch, Elastic or similar)
• Data extraction tools
• Cloud Platform Knowledge (S3 bucket, Lambda, EC2)
• Ticketing systems
• Knowledge management systems

Relevant IT qualification or equivalent experience.

ITIL Foundation (desirable).

Essential:

• 3-5 years in an Application Support or Dev Support
• Strong application troubleshooting and diagnostic skills
• Experience with API's, web services or integrations
• Working knowledge of cloud environments, including EC2, S3, Lambda and Cloud Watch
• Strong analytical and problem-solving skills
• Basic to Intermediate SQL skills
• Experience working with ticketing systems such as Service Now, Jira, Zendesk, or Fresh service
• Experience supporting enterprise software applications
• Strong written and verbal communication skills
• Experience working to SLAs and KPIs

Desirable:

• ITIL Knowledge or experience working with ITIL-aligned support processes
• Understanding of programming concepts and the ability to interpret basic code, preferably Java Script
• Experi…