RAPSYS TECHNOLOGIES PTE LTD Hiring! Full Time L2 Application Support Engineer in - Ricebowl

We're Hiring: L2 Application Support Engineer!

We are looking for a skilled and motivated L2 Application Support Engineer to join our team in Singapore. The ideal candidate will possess strong problem-solving abilities and a solid understanding of application support processes, ensuring seamless operations and high user satisfaction.

Location: Singapore, Singapore
Work Mode: Work From Office
Role: Helpdesk L2 Application Support Engineer

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.
Knowledge of disaster recovery and business continuity planning.

Ready to take your career to the next level? Apply now and be part of our success story!