L2 Application Support Engineer

About the role

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Responsibilities

• Independently investigate escalated, non-playbook incidents using application logs, distributed traces, database queries, and source code — investigation goes all the way down to the code level when needed
• Replicate production issues end-to-end and produce a clear, structured root cause document — covering the trigger, failure mechanism, blast radius, and business impact
• Craft a well-reasoned solution recommendation based on the identified root cause and failure pattern — not just a workaround or a follow-up; a proposed fix direction that delivery teams can act on
• Raise and document bugs with the precision and completeness that development teams need to move immediately — reproduction steps, log evidence, code-level findings, impact scope, and recommended solution approach
• Work actively with delivery teams (Dev, QA, architects) to drive the proposed solution to production; own the closure loop — not just the escalation
• Serve as the technical SME for incidents affecting your assigned services
• Engage immediately during major incidents — correlate signals across observability platforms, perform log analysis, drive parallel investigation tracks, and execute workarounds within SLA
• Participate in war room calls; contribute structured, evidence-based troubleshooting
• Use AIOps Observability platforms for deep-dive investigation — correlate APM traces, infrastructure metrics, log data, and anomaly signals to isolate root cause faster and with more precision
• Identify gaps in service observability — missing monitors, unmapped services, incomplete trace coverage — and raise actionable recommendations to improve investigation capability across assigned services
• Understand how