APAC Application Support Engineer

Job description

We're looking for a detail-oriented and analytical L2 Application Support Engineer to join our team in Makati City, Philippines. In this role, you will provide comprehensive technical support for our wealth management and digital online platforms, serving as a critical bridge between end-users and our development teams. You will be responsible for diagnosing complex application issues, implementing solutions, and ensuring optimal platform performance to support our clients' financial operations. Provide second-level technical support for wealth management and digital online platform applications, handling escalated tickets from L1 support teams Write and debug Oracle SQL queries to investigate data issues and perform validation checks. Perform Unix command-line operations for log analysis, process monitoring, and job execution. Analyze and troubleshoot application issues using systematic problem-solving methodologies and diagnostic tools Support and monitor application batches, scheduled jobs, and file-processing workflows using tools like Zena, Control-M, or equivalent. Document all incidents, resolutions, and workarounds in the ticketing system with clear records and maintain comprehensive knowledge base articles Collaborate with development teams to identify root causes of recurring issues and implement permanent solutions Provide technical guidance to end-users and L1 support staff, ensuring clear communication of complex technical concepts Maintain detailed knowledge of application architecture, workflows, and system integrations across wealth and digital platforms Perform system testing and validation following change management procedures Participate in on-call rotation to provide emergency support during critical incidents Conduct root cause analysis (RCA) on critical incidents and prepare detailed reports with recommendations for process improvements Coordinate with third-party vendors and external partners to resolve platform-related issues and ensure timely resolution Minimum 3-4 years of demonstrated L2 application support or technical support experience in a production environment handling incident tickets. Strong working knowledge of: Oracle SQL (Simple, complex queries, joins, analysis) Unix/Linux commands and log investigation Java-based applications (log interpretation, JVM basics, error handling) Batch job monitoring (Control-M, Autosys, Cron) Practical experience with OCI and/or AWS services (compute, storage, monitoring). Collaborate with development team, infrastructure (DevOps teams), and L3 teams to resolve complex technical issues. Direct experience supporting wealth management platforms & Java (Full Stack), financial applications, or comparable enterprise systems. Experience in Portfolio Performance / Rebalancing modules Proficiency with ticketing and incident management systems (JIRA) Comprehensive understanding of application architecture, system workflows, and integration concepts Advanced communication capabilities, both written and verbal, with demonstrated ability to articulate technical issues to non-technical stakeholders Rigorous attention to detail with strong organizational and time management discipline Demonstrated ability to collaborate effectively across departments and function within team structures Experience with incident severity classification, prioritization, and escalation procedures in a fast-paced support environment Participate in on‑call rotation or after-hours support when required. Maintain and update operational runbooks, support documentation, and knowledge base. Ensure adherence to SLAs and ITIL service management processes. Preferred Qualifications: Substantive experience in the banking, financial services, or fintech sector Advanced knowledge of database management systems and SQL Technical proficiency with API integration and web services architecture Hands-on experience with application monitoring and performance analysis tools Current certification in IT support, CompTIA A+, or equivalent technical credential Demonstrated expertise with cloud-based platforms and infrastructure technologies Familiarity with change management frameworks and ITIL best practices Experience with system integration testing and validation methodologies We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way. Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations. #LI-Hybrid Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues. We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.