Kerja Sepenuh Masa Application Support Engineer (L2), Gaji tinggi MYR 6,000 di Stampede Solution Federal Territory - Maukerja

Stampede Solution Sdn Bhd is the leading technology provider to the Accounts Receivable Management and Recovery industry in Malaysia. We are looking for an Application Support Engineer (L2) to join our technical support team. This role is responsible for handling escalated and complex application issues that require deeper technical investigation beyond Level 1 support.

Key Responsibilities:

Client Support & Communication

• Handle escalated issues from L1 with deeper technical investigation and ownership.
• Communicate effectively with clients and explain technical findings and root causes in a clear, non-technical manner when required.
• Manage high-impact and sensitive client issues professionally and confidently.
• Provide accurate timelines, set realistic expectations, and ensure consistent follow-ups.
• Act as a bridge between clients and internal technical teams, including Development, Infrastructure, and Product.

Advanced Troubleshooting & Issue Resolution

• Perform in-depth investigation beyond first-level troubleshooting, including:
• Log analysis and pattern identification.
• Database querying and data validation.
• Transaction tracing and investigation of data inconsistencies.
• System behaviour analysis across APIs, services, and integrations.
• Identify root causes rather than addressing symptoms only.
• Replicate issues in test environments where possible.
• Provide temporary workarounds where appropriate and propose permanent solutions.
• Escalate issues to L3 / Development only when necessary, with:
• 1.Clear root cause hypothesis.2.Supporting logs and technical evidence3.Relevant database queries.4.Detailed reproduction steps.

SMS System Support

• Analyse SMS delivery failures, including gateway issues, telco responses, queue delays, and other delivery-related problems.
• Monitor system performance and message flow.
• Investigate integration points with third-party SMS providers.
• Identify recurring SMS-related issues and recommend improvements to delivery reliability and system performance.

Ticket & SLA Management

• Own and manage complex or high-priority tickets from investigation through resolution.
• Ensure SLA compliance for escalated cases and critical incidents.
• Provide detailed documentation for resolved issues, including:
• Root Cause Analysis (RCA).
• Resolution steps.
• Preventive recommendations.
• Guide L1 engineers on ticket handling, troubleshooting, and prioritisation when required.

Knowledge & Process Improvement

• Create and maintain technical documentation, troubleshooting guides, playbooks, and knowledge base articles.
• Identify recurring issues and recommend long-term solutions or automation opportunities.
• Contribute to improving support workflows and reducing recurring ticket volume.
• Share technical knowledge and troubleshooting practices with L1 engineers.
• Identify potential issues proactively before they escalate into major incidents.

Team Collaboration & Support

• Act as a technical escalation point for L1 support engineers.
• Mentor and guide L1 team members on complex troubleshooting cases.
• Collaborate closely with Development, QA, Infrastructure, Product, and other relevant teams.
• Participate in critical incident management and post-incident reviews.
• Be prepared to support occasional extended hours during critical incidents.
• Participate in weekend / on-call rotations for higher-level support when required.

Job Requirements:

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 2-4 years of experience in application support, technical support, system support, or a similar role.
• Experience supporting business applications or enterprise software environments.
• Strong analytical and problem-solving skills, with a focus on identifying root causes.
• Strong ownership and ability to drive issues through to resolution.
• Able to work effectively under pressure, particularly during critical incidents.
• Strong communication skills with both technical and non-technical stakeholders.
• Willingness to work fully office-based.
• Occasional extended working hours may be required during critical incidents or major production issues.
• Participation in weekend / on-call rotation may be required.
• The role involves direct interaction with clients and internal technical teams

Technical Skills:

Required

• Strong understanding of MySQL
• Good understanding of web applications and client-server architecture.
• Understanding of API integrations, including request/response flow.
• Experience analysing application logs and debugging issues across multiple system components.
• Ability to read and understand application code such as C#, PHP, or similar programming languages.
• Experience troubleshooting production application issues and identifying root causes.

Pay: RM4,000.00 - RM6,000.00 per month

Work Location: In person