Job Description
Are you a problem solver with a passion for high-availability systems? Envision Digital is looking for dynamic and ownership-driven Application Support Specialists to join our growing team in Kuala Lumpur. In this role, you will act as the crucial Level 2 bridge between our end-users and our core engineering teams, ensuring the seamless performance of our sophisticated in-house management software suite.
As an Application Support Specialist, you won't just be fixing bugs; you will be the guardian of our application ecosystem. You will dive deep into root cause analysis, optimize system performance, and collaborate with cross-functional teams to drive product improvements. If you thrive in a fast-paced environment and take immense pride in delivering exceptional technical support, we want to hear from you.
Responsibilities
- Provide expert Level 2 technical support for a suite of in-house developed management applications.
- Perform comprehensive root cause analysis (RCA) on reported incidents to minimize downtime and prevent recurrence.
- Monitor application health, system logs, and performance metrics to identify potential bottlenecks.
- Collaborate closely with Level 3 engineering teams to facilitate bug fixes, patches, and deployment updates.
- Maintain high standards of documentation for known issues, standard operating procedures (SOPs), and knowledge base articles.
- Manage incident workflows via ticketing systems, ensuring timely resolution within defined Service Level Agreements (SLAs).
- Assist in the deployment and verification of new application releases in staging and production environments.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
- Minimum 2-4 years of professional experience in an application support, system administration, or technical operations role.
- Strong proficiency in troubleshooting SQL databases and writing complex queries for data extraction.
- Experience working with Cloud platforms (AWS, Azure, or GCP) and Linux/Unix command-line environments.
- Excellent communication skills with the ability to translate technical complexities for non-technical stakeholders.
- Strong analytical mind with the ability to manage multiple priorities under pressure.
- Prior experience with scripting languages (Python, Bash, or PowerShell) for task automation is a significant advantage.