Application Support Engineer (L1/L2) Job at Amaris Consulting (Kuala Lumpur)

Application Support Engineer (L1/L2)

Amaris Consulting

Location:
Malaysia , Kuala Lumpur

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are hiring an Application Support Engineer/Production Support Engineer (L1/L2) to provide user-facing support for global end-users. This role is critical in ensuring production system stability, incident resolution, and seamless user experience. It requires excellent English communication skills, strong technical fundamentals, and the ability to troubleshoot across APIs, databases, and distributed systems. You will act as a primary L1/L2 support contact, handling incidents, communicating with international users, and collaborating with engineering teams to maintain high system availability.

Job Responsibility:

Provide L1/L2 user-facing support for production applications used by global users
Handle incidents via ticketing systems, chat, or calls with clear and professional English communication
Troubleshoot and resolve issues within SLA, ensuring minimal business impact
Escalate to L3 teams with well-documented findings and analysis
Monitor application and system health
proactively identify risks
Perform root cause analysis (RCA) and contribute to continuous improvement
Support integrations via REST APIs using tools like Postman
Write and optimize SQL queries for data validation, production troubleshooting, and performance tuning
Analyze logs and system behavior across application layers
Maintain documentation (tickets, knowledge base, runbooks)

Requirements:

Bachelor’s degree in Computer Science, Information Technology, or related field is a plus
2–3 years of experience in Application Support, Production Support, or similar environments (L1/L2 support)
Strong understanding of RESTful APIs, including methods, status codes, and debugging
hands-on experience with tools such as Postman
Proficient in SQL, including complex queries (joins, filters), with a good grasp of indexing and query optimization
Solid troubleshooting and analytical thinking skills, with a structured and logical approach to problem-solving
Familiar with ITIL practices and ticketing tools such as Jira, ServiceNow, or similar platforms
Basic understanding of system architecture and how different components interact in production environments
Experience supporting business applications, ideally in a global setup is a plus
Fluent in English with excellent verbal and written communication skills
able to clearly explain technical issues to non-technical users
Strong communication and interpersonal skills
Customer-focused mindset with strong service orientation
Proactive, accountable, and customer-focused, with a strong ownership mindset
Calm, structured communicator who can handle incidents professionally under pressure

Nice to have:

Experience with Microsoft Power BI and/or Microsoft Power Automate
Exposure to generative AI tools

What we offer:

Global Diversity
Trust and Growth
Continuous Learning
Vibrant Culture
Meaningful Impact

Additional Information:

Job Posted:
May 05, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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