Application Support Engineer

Company Description

Neural Lab helps industries with AI-driven transformation. We aim to create a more technologically advanced world by helping industries adopt AI to unleash business values with speed. Neural Lab builds practical, real-time AI for airport operations. Our success to date is anchored in achieving tangible business outcomes with continuous innovation, teamwork and diversity. We serve clients in Hong Kong, Singapore, Australia and the Middle East.

Role Description

We are looking for an Application Support who is detail-oriented, proactive, and passionate about leveraging technology to drive operational efficiency. The ideal candidate will provide daily operational (both incident and problem) support and communication, monitor systems in real-time, analyse data for actionable insights, and ensure seamless service delivery.

Your responsibilities include:

• Support Malaysia based 24 hrs x 7 days Level 1 and Level 2 Application Support
• Generate reports on incident trends and SLA breaches for stakeholders.
• Timely stakeholder expectation management
• Support in enhancing Neural Lab monitoring systems through available tools to detect and escalate incidents.
• Triage and log daily incidents, and ensure all workarounds (immediate resolutions) are documented, and where applicable, in alignment with Release changes.
• Analyse operational data using Jupyter Notebooks (Python/Pandas) to identify trends (e.g., deadline breaches, driver idle time) and generate visualisations (Matplotlib/Seaborn).
• Proactively escalate high-priority and repeated incidents for root cause analysis, coordinating communications and following through to ensure all outstanding issues are resolved.
• Generate pre-filtered datasets, and/or clear descriptions (incl. Timestamps, logs, screenshots, etc) to conduct root cause analysis.

REQUIRED SKILLS / EXPERIENCE

• University degree in IT, Computer Science, Data Analytics, or related field.
• Technical Skills:

o  Proficiency in monitoring tools

o  Experience with Jupyter Notebooks, Python (Pandas, NumPy), and data visualization (Matplotlib, Seaborn) preferred.

o  Basic SQL for querying logs and APIs for data extraction.

o  Familiarity with ticketing systems.

o  Familiarity with IT incident and problem management framework.

o  Experience with data modelling and database design (e.g., PostgreSQL, MongoDB) is a plus.

o  Familiarity with modern development stacks used by the team (e.g., Python + frameworks such as Django, Flask; React/TypeScript for full stack, FastAPI) is a plus.

o  Experience with cloud architecture (e.g., AWS, Huawei), CI/CD pipelines, and containerization/orchestration (Docker/Kubernetes) is a plus.

• Analytical Skills:

o  Ability to derive insights from noisy data (e.g., distinguishing latency vs. system failures)

o  Basic statistical analysis (e.g., correlation between Container Pallet Message delays and deadline breaches)

• Soft Skills:

o  Strong Can learn, Can do attitude and team play

o  Watertight discipline and proactiveness

o  Strong communication to relay technical issues to non-tech teams

o  Process-oriented mindset to follow playbooks for common scenarios

• Fluency in English
• Can work shift

WHY WORK FOR US

• You will get lots of exposure and accelerate your learning
• You will be helping the aviation sector to adopt AI and participate in the industry's major AI transformation
• Meritocracy-based culture, unlike traditional companies, we value truth and honest opinions with merit
• Startup culture with flexible working hours and work locations. As long as you perform and your works demonstrate value, you will be rewarded
• Help shape a fun, dynamic and diverse work environment
• Neural Lab is a remote-first working environment