Job Description

L3 Application Support

Location: Kuala Lumpur

Job Summary

The L3 Support Engineer will be responsible for investigating and resolving escalated technical issues, conducting in-depth root cause analysis, and providing expert-level support to ensure the highest levels of customer satisfaction. This role requires strong technical insight and the ability to collaborate effectively with cross-functional teams.

Responsibilities and Duties

• Serve as the highest level of technical escalation for complex support issues, providing expert troubleshooting and problem resolution.
• Conduct in-depth analysis of escalated incidents, identifying root causes and developing comprehensive solutions.
• Engage with product development and engineering teams to communicate and prioritize critical issues and feature enhancements.
• Participate in incident management and problem management processes, driving continuous improvement initiatives.
• Proactively identify trends and patterns in support tickets to prevent recurring issues.
• Communicate effectively with customers, stakeholders, and internal teams to ensure clear understanding of technical issues and resolution steps.
• Provide on-call support and participate in a rotating shift schedule as required.

Qualifications and Skills

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in a technical support role, with a focus on Level 3 support and troubleshooting complex issues.
• Deep understanding of IT infrastructure, networking protocols, and enterprise software applications
• Knowledgeable in RDBMS (Oracle, MySQL or other)
• Strong analytical skills with the ability to conduct detailed root cause analysis and implement effective solutions
• Experience with ticketing systems and IT service management (ITSM) processes
• Excellent communication skills, both verbal and written, with the ability to articulate complex technical concepts clearly
• Proven ability to work independently and collaboratively within a team-oriented environment

Additional Requirements

• Knowledgeable in programming language (e.g., PHP, C#, Java)
• Having experience with a Loan Origination System

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

Job Requirements