The L2 Application Support Engineer handles advanced technical support and functional troubleshooting for business-critical applications. This includes issue resolution, configuration changes, integration support, and close collaboration with vendors and internal teams for continuous improvement.

Responsibility:

. Investigate and resolve incidents escalated from L1 support.

. Troubleshoot integration and batch processing failures.

. Analyze logs, backend configurations, and database queries as needed.

. Provide advanced support across key platforms, including but not limited to:

o Event, Visitor, and Suite Management Systems - Resolve workflow breakdowns, data sync issues, or access logic errors.

o Salesforce - Handle user permission issues, workflow errors, and configuration-based troubleshooting.

o Power Apps / Power Automate / Microsoft Forms - Analyze failed flows, permission errors, and environment configurations.

. Escalate critical issues to third-party vendors or OEMs when required.

. Troubleshoot integration failures, including API interactions, SSO errors, and form submissions.

. Execute corrective actions like updating configurations and restarting services.

. Maintain system documentation and update user guides for L1 and end-users post-resolution.

. Handle complex and non-standard service requests such as access provisioning, job scheduling, and sandbox setup.

. Coordinate with application owners or OEMs for upcoming changes or feature rollouts.

Document known issues, workarounds, and solutions for future reference.

Requirements

Skills:

. Familiarity with SaaS/web applications and browser troubleshooting

. Good knowledge of application integration (e.g., APIs, SSO, batch jobs).

. Experience with ticketing systems (ServiceNow, JIRA)

. 3+ years of experience in application or system-level support

. Log and error trace analysis using tools such as browser dev tools, Postman, or system logs.

. Good knowledge of HTML5, basic JavaScript/jQuery, and CSS.

. Knowledge of Applications including Visitor Management System (VMS), Suite Management, Facilities POS & Indemnity Form, RFID Asset Tracking, People Counting System (100 Plus Promenade), and Power Automate & Power Apps, with functional understanding of user onboarding, reservations, transaction handling, asset tracking, sensor data analysis, and workflow troubleshooting.

. Microsoft Power Platform (Power Automate, Power Apps) troubleshooting experience.

Soft Skills:

. Analytical thinker with structured problem-solving approach

. Effective communicator with ability to explain issues to non-technical users

. Self-motivated, detail-oriented, and collaborative across departments

Qualifications:

. Diploma or Degree in Information Technology or a related field

. Any application based professional certification on cloud would be a plus

. Bachelor's degree in IT, Computer Science, or related field

. Knowledge of ITIL, cloud platforms, and ticketing workflows

. Optional: HTML5/web certification

. Experience in application support role (3 years minimum)

Charles, Lau Ngie Hao License No. 02C3423 Personnel Registration No. R1656741

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L2 Application Support Engineer

Application Support Engineer - L2