CMC APAC Hiring! Full Time L2 Application Support Engineer in - Ricebowl

We are seeking a capable and motivated Level 2 (L2) Application Support Engineer to join 

our operations and support team. You will play a critical role in ensuring the stability, 

reliability, and performance of our production systems by investigating incidents, resolving 

complex technical issues, and working closely with engineering and infrastructure teams.

You will be part of a cross-functional team that values service reliability, operational 

excellence, automation, and continuous improvement in the systems we support.

Responsibilities

Incident & Application Support

Provide second-line (L2) support for production and staging systems, handling 

escalations from L1 Support.

Investigate application errors, system alerts, performance degradation, and 

integration issues.

Restore services within agreed SLA/OLA timelines and ensure proper incident 

closure.

Troubleshooting & Root Cause Analysis

Perform in-depth troubleshooting using logs, metrics, and monitoring tools.

Conduct root cause analysis (RCA) for recurring or high-impact incidents.

Propose and implement corrective and preventive actions to reduce incident 

recurrence.

Collaboration & Escalation

Work closely with L3 engineers, DevOps, and vendors to resolve complex technical 

issues.

Provide clear technical findings, logs, and evidence when escalating issues.

Participate in incident bridges, post-incident reviews, and operational discussions.

Operational Excellence

Monitor system health, alerts, dashboards, and logs to proactively identify issues.

Execute approved configuration changes, patches, and operational fixes.

Support deployment, release, and maintenance activities when required.

Automation & Continuous Improvement

Contribute to automation of operational tasks, monitoring, and alerting where 

applicable.

Identify gaps in runbooks, SOPs, and operational processes and drive improvements.

Documentation

Maintain and update runbooks, troubleshooting guides, and knowledge base 

articles.

Document incident resolutions and operational procedures clearly and accurately.

Security & Compliance

Adhere to security, access control, and compliance requirements.

Handle sensitive information in logs, tickets, and systems appropriately.

Support audits, vulnerability remediation, and compliance checks when required.

Key Experiences and Qualifications We Seek

Educational Background:

Diploma or higher in Computer Science, Information Technology, or a related field.

Professional Experience:

3–5+ years of relevant experience in application support, systems support, or 

operations roles.

Experience supporting production systems in a high-availability or mission-critical 

environment.

Technical Expertise:

Strong hands-on experience with:

Application log analysis and monitoring tools (e.g. AWS CloudWatch, Grafana, 

ELK, Google Analytics, etc)

Linux/Unix environments

Working knowledge of cloud platforms (e.g. AWS services such as ECS, Lambda, S3, 

RDS).

Basic database knowledge (MySQL, PostgreSQL) for health checks and simple 

queries.

Basic knowledge on REST APIs, system integrations and authentication design

Understanding of incident, problem, and change management processes.

Problem-Solving Skills:

Strong analytical and troubleshooting skills.

Ability to break down complex incidents into clear, actionable steps.

Calm and methodical approach when handling production issues under pressure.

Operational Practices:

Familiarity with ticketing and incident management tools (e.g. Jira, PagerDuty).

Experience working with runbooks, SOPs, and on-call support rotations (if 

applicable).

Additional Skills (Bonus Points):

Experience supporting cloud-native or microservices-based systems.

Basic scripting skills (e.g. Bash, Python) for automation.

Experience working in government, regulated, or large-scale enterprise 

environments.