Senior Application Support (L3)

YouTrip is the leading and fastest-growing multi-currency payment platform in Southeast Asia. In 2018, we pioneered the region's first multi-currency digital wallet. Now, YouTrip is the #1 multi-currency digital wallet trusted by millions across the region, processing over US$10 billion in total payment value annually.

Our consumer and business propositions – YouTrip and YouBiz – empower individuals and businesses with inclusive, accessible, and affordable financial solutions. In 2023, we closed our US$50 million Series B fundraising led by global venture capital fund Lightspeed Venture Partners, a testament to YouTrip’s commitment to revolutionising digital financial services across Asia and beyond.

Recognised as CNBC’s World’s Top Fintech Companies 2024, Top Fintech Leader by the Monetary Authority of Singapore and the Singapore Fintech Association, and LinkedIn’s Top Startup for two consecutive years, YouTrip is dedicated to creating the next generation of digital finance services for consumers and businesses.

YouTrip is dedicated to creating the next generation of digital finance services for consumers and businesses. Valuing an entrepreneurial culture of diversity and inclusion, we are seeking driven individuals to join our fast-growing regional team as we push the boundaries of innovative fintech solutions.

As a Senior Application Support (L3), you own the stability of our production systems. You lead incident response, drive root cause analysis, and influence engineering improvements that reduce recurring issues. You act as the bridge between frontline operations and product engineering — ensuring that customer experience and system reliability remain top priorities.

This is a highly technical role with operational leadership expectations.

Responsibilities:

• Lead Incident Management for high-impact issues — drive bridge calls, impact validation, recovery coordination, and stakeholder communication.
• Own Problem Management — perform in-depth investigations, establish root causes, define preventive actions, and ensure closure of recurring issues.
• Provide deep technical triage for complex SRs — logs, SQL/data analysis, observability dashboards, and integration flows.
• Collaborate with Product & Engineering to refine bug reports, prioritize recurring problems, and track fixes through delivery.
• Act as technical advisor for escalations — raising the quality of analysis, reducing noise, and ensuring correct routing.
• Improve operational readiness by enhancing runbooks, SOPs, monitoring gaps, alert quality, and on-call structure.
• Lead post-incident reviews — document timelines, drive follow-ups, and ensure learnings translate into improvements.
• Mentor and upskill Application Support — building technical depth, investigation skills, and customer focus.
• Bring a continuous improvement mindset — identify friction, propose enhancements, and accelerate stability gains with data-driven thinking.

Requirements:
• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5-7 years of experience in software application support, with proven leadership and strategic planning skills.
• Strong background in Incident & Problem Management aligned with ITIL principles.
• Excellent technical troubleshooting — SQL, logs, systems/data flows, integration debugging.
• Adept at working under pressure and leading during outages, with strong communication and composure.
• Experience partnering with software engineers and product managers to push fixes and improvements.
• Familiarity with observability tools (Grafana, ClickHouse, Groundcover, Kibana, Prometheus, etc.).
• Proficiency in modern scripting or programming languages (Node.js, Python, Go, PHP, etc.) is a plus — focused on troubleshooting, not system development.
• Strong documentation, stakeholder management, and mentoring abilities.
• Excellent communication, interpersonal, and mentoring skills.
• Demonstrated ability in handling multiple priorities in a fast-paced environment.

If you are an enthusiastic and motivated Application Support with a track record in enhancing software application functionality and performance, we invite you to be part of our collaborative and innovative environment.