System Support Engineer

Job Description

AirAsia, Asia’s leading airline, was established with the dream of making flying possible for everyone. Since 2001, AirAsia has swiftly broken travel norms around the globe and has risen to become the world’s best. Driven by the Dare to Dream spirit, we pride ourselves on being the region’s largest low-cost carrier, serving 25 countries and over 160 destinations. AirAsia is ranked the world’s best low-cost airline 15 years in a row.

These are exciting times at AirAsia. As part of our continued evolution, we are strengthening the operational support capabilities of our digital travel platforms that power airline distribution and travel commerce at scale. These platforms operate in high-volume, mission-critical environments, supporting multiple markets, partners, and operational teams.

We are looking for a System Support Engineer who is passionate about system reliability, operational excellence, and customer impact, and who can provide strong day-to-day technical support for complex, API-driven platforms.

What you will do:

• Provide day-to-day system support
  Monitor and support live production systems to ensure platform availability, stability, and performance.

• Incident triage and resolution
  Investigate alerts, errors, and user-reported issues, perform initial diagnosis, and resolve or escalate issues appropriately based on impact and severity.

• Support platform users and partners
  Assist internal teams and external partners with system-related issues such as configuration errors, access problems, data discrepancies, and operational questions.

• Monitor integrations and system health
  Track system logs, dashboards, and alerts to proactively identify issues before they impact customers.

• Follow incident and escalation procedures
  Adhere to defined incident management processes, ensuring timely communication, documentation, and handover during incidents.

• Maintain operational documentation
  Update runbooks, knowledge articles, and support documentation to improve resolution speed and consistency.

• Work closely with senior support and engineering teams
  Escalate complex issues with clear diagnostics and context, and assist in post-incident reviews and corrective actions.

• Contribute to continuous improvement
  Identify recurring issues and operational gaps, and suggest improvements to reduce support effort and system incidents.

Your Experience:

• Diploma or Degree in Computer Science, Information Technology, Engineering, or a related field.

• 3–5 years of experience in system support, application support, or IT operations roles.

• Experience supporting production systems in a fast-paced, high-availability environment.

• Basic understanding of web applications, APIs, and distributed systems.

• Familiarity with reading logs, using monitoring tools, and troubleshooting common system issues.

• Exposure to incident management or IT service management processes is a plus.

• Ability to follow structured troubleshooting and escalation procedures.

• Good communication skills and ability to work with both technical and non-technical users.

• Experience in travel, airline systems, e-commerce, or payment platforms is an advantage but not mandatory.

What We Value:

• Strong sense of responsibility for system stability and customer experience.

• Calm, disciplined approach when handling incidents and operational issues.

• Willingness to learn complex systems and grow technical depth over time.

• Team players who communicate clearly and document thoroughly.

• Continuous improvement mindset—focused on reducing repeat issues.

Why AirAsia?

• Support large-scale, real-world systems with direct business impact.

• Be part of a trusted operations team supporting mission-critical platforms.

• Competitive compensation, travel benefits, and opportunities for skill development.

• A collaborative environment where operational excellence is recognised and valued.