Application Support Engineer

Essential Duties & Responsibilities

• Classify and document incoming application support tickets by severity, urgency, and category.
• Resolve client issues by analyzing logs, running SQL queries, and reviewing application behavior.
• Prioritize and manage tickets by maintaining SLAs and escalating when necessary.
• Resolve tickets across a minimum of 5 product categories with sufficient depth, while having the capability to manage tickets across all product categories.
• Collaborate with internal teams by escalating complex issues with clear diagnostics and context.
• Escalation point for lower-level engineers, aiming to assist lower-level engineers in resolving tickets without formal handoff when possible.
• Enhance the knowledge base by documenting resolutions and creating troubleshooting procedures.
• Contribute to release readiness by validating application updates and participating in deployment support.
• Improve client experience by maintaining empathy and professionalism during technical investigations.
• Participate in on-call rotations by supporting after-hours high-severity incidents.
• Assist in monitoring environments by reviewing alerts, logs, and dashboards to identify issues proactively.
• Identify recurring issues by conducting root cause analysis and recommending permanent fixes.

Recommended Experience & Education

• Minimum 2+ years in a B2B application support role.
• Education Level: Associate Degree, Coding/Development Bootcamp Certification, or equivalent practical experience.

Required Knowledge, Skills & Qualifications

• Proficiency in SQL and log analysis.
• Knowledge of ITIL or SaaS principles.
• Experience in troubleshooting application issues in distributed systems.
• Strong communication and client interaction skills.
• Time management and the ability to handle multiple priorities.

Preferred Experience

• Experience in FinTech or banking applications.
• Familiarity with ACH file formats and processing.
• Experience with Jira, ServiceNow, or similar ticketing systems.
• Knowledge of cloud or monitoring tools (Splunk, Grafana, New Relic).
• Experience with Google Workspace or similar collaboration tools.