Application Support Engineer (kuala Lumpur)

Join the team and support us on our mission!
Locations: Kuala Lumpur

Application Support Engineer 

Who we are

As a trusted provider of aviation component services, STRADE leads the way in ensuring fast, innovative and high-quality service delivery to customers worldwide through a digitalized operating model. Established in 2021, we became a subsidiary of SR Technics in 2022 and now operate as an independent unit and intrapreneurship venture. Our focus revolves around managing a vast asset base of aircraft components and providing round-the-clock support to airlines, MROs, and trade partners.

The international team of 70 professionals is strategically located across the globe with key hubs in Zurich, Miami, Kuala Lumpur, Amsterdam, and Belgrade.

Our values always guide our actions. We do not beat around the bush. We are learning, constantly. We dare to dream big. As a team we achieve more.

For all roles, we are seeking authentic team players guided by an entrepreneurial spirit, integrity, and a global mindset.

Position Description

Do you have a passion for application support and love to troubleshoot? Are you looking to work in a software field other than Finance or Insurance sector? This is your chance! As Application Support Engineer at STRADE, you will play a crucial role for maintaining the performance and stability of our digital marketplace. You will collaborate closely with various internal stakeholders as well as our clients to provide day-to-day operational support through effective use and management of incidents, requests, and problems ensuring seamless application operations.

If you’re excited about breaking new boundaries through technology and want to make a meaningful impact, we'd love to hear from you!

What You’ll Do (Tasks & Responsibilities)

• Responsible for providing 2nd and 3rd line support globally, including weekend availability, to troubleshoot and resolve production-related issues
• Ensure that complex application and technical problems are resolved promptly to mainain system reliability
• Monitor application systems, identify performance trends, and take proactive measures to prevent issues
• Manage and communicate system and application outages to end users as needed
• Collaborate closely with 3rd-party suppliers, escalating and managing issues as necessary
• Provide support for testing new and enhanced systems/applications
• Establish a Change Management process, ensuring changes are managed, scheduled, approved and have roll-back plans in place
• Own and maintain the Configuration Management process
• Contribute to and maintain a comprehensive support knowledge base
• Provide capacity planning and support to handle increasing volumes and business growth
• Continuously seek ways to improve and automate application support processes

What You Bring (Qualifications and Professional Competencies)

• Degree (FH, BSc, MSc) in Computer Science, Engineering, Mathematics, or relevant discipline.
• 3+ years of professional hands-on experience in application support and maintenance roles, preferably in a fast-paced, agile environment
• Working knowledge of infrastructure, networking, storage concepts, and monitoring tools (e.g. Elasticsearch, Kibana, Grafana)
• Proficient in operating Windows and Linux environments
• Skilled in scripting languages (e.g. Shell, Python, etc.) and NoSQL database querying (e.g. MongoDB)
• Sound practical knowledge of ITIL / ITSM processes, in particular incident, request, change, and problem management

Experience working in a technical role with direct customer interactions

Additional plus

• Flexibility with schedule to support global stakeholders
• ITIL v3 or v4 Foundations certification
• Familiarity with supporting e-commerce or marketplace platforms
• Understanding of the aviation industry, aerospace (MRO) business or related fields
• Experience with JIRA, Confluence, and DevOps tools such as Jenkins
• Practical knowledge with AWS services and tools (e.g. ECS, S3, RDS, Textract, Lambda, Cloudwatch)
• Fluent in English, both written and spoken

Who You Are (Personal Competencies)

• Excellent interpersonal, verbal and written communication skills

• High level of initiative and exceptional sense of responsibility (can-do attitude)

• Team player with high problem-solving competence, capable of working autonomously with minimal supervision

• Open and positive mindset (error culture), particularly in case of unplanned hurdles and setbacks

• Exceptional analytical understanding, structured and results-oriented working method

• Agile and lean management mindset with a lifelong learning attitude