Application Support

Acknowledge and respond to incidents within SLA timelines
Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
Escalate incidents to L2 within defined OLA timelines with complete details
Provide regular status updates based on incident priority
Follow approved support procedures, runbooks, and escalation processes
Maintain and update knowledge base articles and troubleshooting guides

Requirements

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field
1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
Understanding of web-based applications and workflow-driven systems
Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)
Basic understanding of Python logs and execution output
Exposure to AI chatbot or AI-based platforms
Experience supporting workflow-based or RAG systems is a plus
Familiarity with SLA/OLA-driven support environments
Ability to explain technical issues to non-technical users
Strong verbal and written communication skills
Can work Fully Onsite (San Miguel, Manila)
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