Application Support Engineer (L2/L3)
Role Overview
We’re looking for a self-starter who thrives in a very fast-paced environment, embraces AI, and is self-driven in owning work end-to-end to be successful in this role.
The Application Support Engineer provides L2/L3 production support for a telecom application platform used to manage customer connectivity, provisioning workflows, integrations, and service operations. This role is operationally critical and focuses on incident ownership, SLA adherence, high-quality troubleshooting, and disciplined execution of support processes.
This is a remote role operating on US Central Time support hours and is designed for engineers who demonstrate strong ownership, structured troubleshooting, and consistent performance in a fast-paced support environment.
Primary Responsibilities & Duties
Production & Incident Support (Core Accountability)
•Own assigned tickets end-to-end, ensuring timely initial response, investigation, resolution, and closure.
•Triage, troubleshoot, and resolve L2/L3 application issues related to authentication, provisioning workflows, integrations, and API-driven processes.
•Meet or exceed defined SLA targets for response and resolution.
•Correctly classify incident, service request, and problem and follow the appropriate workflow.
•Escalate effectively and early with complete technical context when required.
Troubleshooting & Root Cause Analysis
•Apply structured troubleshooting techniques to isolate application, workflow, or integration issues.
•Analyze request/response behavior, error handling, and system feedback for API-driven operations.
•Participate in root cause analysis for recurring or high-impact issues and contribute to preventive actions.
Customer & Stakeholder Communication
•Provide clear, accurate, and timely updates aligned with communication standards.
•Translate technical issues into clear impact statements during incidents and escalations.
•Maintain professional, audit-ready ticket updates.
Operational Excellence & QA Compliance
•Follow documented SOPs, escalation paths, and support workflows consistently.
•Maintain high-quality ticket documentation aligned with the Support QA Framework, including:
o Correct categorization and prioritization
o Clear issue description and resolution details
o Accurate timelines, ownership, and next steps
•Demonstrate consistent performance across: SLA compliance, troubleshooting quality, communication, documentation, and ownership.
Knowledge Management & Continuous Improvement
•Create and maintain troubleshooting guides, runbooks, and knowledge base articles.
•Identify recurring issues, process gaps, or tooling limitations and recommend improvements.
•Support platform transitions or system migrations by adhering to updated processes and tooling.
Required Qualifications
Experience
•3–5+ years of experience in Application Support, Technical Support, or Operations roles.
•Proven experience supporting production applications with SLA accountability.
•Experience supporting API-driven platforms or integration-heavy systems.
•Ability to work effectively in a remote, shift-based support environment.
Technical Skills
•Strong understanding of web-based application platforms and system integrations.
•Experience troubleshooting API calls, request/response flows, and error codes.
•Hands-on experience with API testing tools (e.g., Postman or equivalent) for validation and troubleshooting.
•Familiarity with ticketing systems and ITSM concepts (Incident, Problem, Change).
•Exposure to telecom platforms, multi-carrier/MNO environments, or connectivity services is a strong plus.
Behavioral & Performance Expectations (Non-Negotiable)
•Consistent adherence to SLAs, SOPs, and QA standards.
•Demonstrates ownership and accountability until resolution.
•Communicates proactively and escalates appropriately.
•Produces accurate, complete, and audit-ready ticket documentation.
•Able to work independently with minimal supervision.
This Role Is Not a Fit If You:
•Miss SLAs or delay customer updates.
•Do not follow documented support processes.
•Avoid ownership or escalate late without sufficient context.
•Struggle with structured troubleshooting or documentation discipline.
Work Arrangement
•Remote role
•US Central Time support hours
•Participation in incident bridges or extended support may be required during critical events
Success Metrics
•SLA compliance (initial response and resolution)
•QA audit scores across documentation, communication, and troubleshooting
•Reduction in repeat incidents
•Stakeholder and customer satisfaction
•Contribution to knowledge base and process improvements
- Role type
- Information Technology Support
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Remote status
- Fully Remote
- Work Schedule
- 8:00 AM – 5:00 PM (US Central Time) Night Shift
- Shifting Schedule?
- false
- Shifts with Daylight Savings?
- true
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.