Kerja Sepenuh Masa, L2 Applications Support Developer di Pontoon Solutions - Maukerja

Description:

Role Summary

We are seeking a motivated Application Support Developer to serve as a key liaison between our CAS team and both APS and ETS partners. This role will provide regional coverage and operational support during our APAC time zone (starting 9 pm ET), this candidate will be the main contact working and sitting in close proximity to our APAC ETS support desk.

The successful candidate will combine technical troubleshooting, partner engagement, and application support skills to ensure platform stability and effective incident management. This individual will work closely with engineering teams, business partners, and vendors to investigate issues, coordinate triage activities.

This candidate should be comfortable communicating both verbally in teams and our triage calls along with being able to provide written communication when needed, this is an excellent opportunity for someone with strong L2 support experience who is looking to grow their technical expertise.

High-Level DevOps Description

This DevOps role sits at the intersection of development, operations, and support for the CAS Erica for Employees platform, which runs on Amelia SoundHound. The role helps keep the platform stable, observable, and continuously improving. It does this by bridging engineering and business partners, supporting releases and integrations, and driving fast, well-coordinated incident resolution during APAC hours.

• Reliability Incident Management: Monitor platform health, lead triage bridges, and drive incidents through to resolution and escalation.
• Observability Troubleshooting: Use Splunk and monitoring tools to analyze logs, detect trends, and diagnose REST API and integration issues.
• Release Deployment Support: Partner with development teams to validate fixes, deployments, releases, and upgrades.
• Automation Continuous Improvement: Use scripting (e.g., Python, Groovy) and runbooks to reduce manual effort, address recurring issues, and support automation initiatives.
• Collaboration: Act as the trusted APAC liaison across APS, ETS, platform engineering, and vendors, in line with Agile and DevOps practices.

Technical Skills

• 3–5 years of Application Support, Production Support, or Site Reliability Engineering experience.
• Experience providing L2/L3 support within a production environment.
• Working knowledge of REST APIs and API troubleshooting.
• Experience with Splunk for log analysis, monitoring, and troubleshooting.
• Basic scripting or development experience.
• Communication Leadership
• Excellent verbal and written communication skills.
• Comfortable leading incident bridge calls and technical discussions.
• Ability to communicate effectively with both technical and non-technical stakeholders.

Key Responsibilities

• Partner Operational Support
• Act as the primary APAC liaison for APS, ETS and various stakeholders.
• Coordinate and facilitate communication between business partners, platform engineering teams, and external vendors.
• Lead and participate in incident triage calls, providing timely updates and driving issue resolution.
• Application Support
• Troubleshoot application issues, service disruptions, integrations, and user-reported problems.
• Analyze logs and monitor data to identify trends and diagnose incidents.
• Create and maintain operational runbooks, knowledge articles, and support documentation.
• Monitor platform health and escalate issues appropriately.
• Technical Development Integration
• Support and troubleshoot REST API integrations.
• Work with development teams to validate fixes and deployments.
• Participate in testing activities for platform releases and upgrades.
• Develop a foundational understanding of the Amelia SoundHound architecture and platform capabilities.
• Analytics Reporting
• Perform basic operational analytics and trend analysis.
• Assist in identifying recurring issues and opportunities for operational improvement.
• Support data-driven decision making through monitoring and reporting activities.
• Having Python experience is beneficial

Employment type: 12months contract (With possibility of extension or conversion to permanent role)