Application Support Engineer (Backend Systems) (Full-time, Remote)

Experience: 5+ years

The opportunity

We also have a collaborative, supportive team culture and are expanding our Philippines team!

• Minimum 5+ years of experience in Software Application Support or a similar role.
• Experience supporting large enterprise or business-critical applications.
• Experience working with ticketing and incident management systems
• Strong understanding of incident management, ticket triage, and SLA-driven requirements.
• Basic to intermediate SQL skills for troubleshooting and data validation.
• Familiarity with application logs and troubleshooting techniques.
• Strong analytical and problem-solving skills.
• Excellent written and verbal English communication skills.
• Ability to work independently in a remote environment and manage multiple priorities.

• Support our Project Managers on clients' applications by ensuring system availability, responding to incidents, meeting SLA requirements, troubleshooting production issues, and working closely with development and infrastructure teams to maintain system reliability and performance.
• Monitor and manage support tickets, incidents, and service requests.
• Investigate, triage, and coordinate the resolution of application issues.
• Escalate complex technical issues to the appropriate teams when required.
• Track incidents through to resolution and provide timely updates to stakeholders.
• Perform root cause analysis and contribute to continuous service improvements.
• Maintain support documentation, knowledge base articles, and operational procedures.
• Assist with application deployments, maintenance activities, and release support when required.

• Bachelor in Computer Science, Information Systems, Computer Engineering or related
• Familiarity with APIs and system integrations.
• Experience with supporting large-scale backend software systems.
• Knowledge of ITIL processes and best practices.
• Experience working with enterprise customers or in managed services environments.