Application Support Engineer

About the role

The Application Support Engineer serves as a tier 2 technical resource for ODW Logistics’ Transportation Management System (TMS). This role investigates and resolves production issues escalated from tier 1 support, performs data analysis and corrections using SQL, monitors application health, and ensures the stability and reliability of the TMS platform. The position is primarily reactive and investigative, requiring strong troubleshooting skills, attention to detail, and the ability to work across a modular monorepo of backend services and a modern web frontend that powers freight operations.

Responsibilities

• Investigates and resolves production issues escalated from tier 1 support, tracing problems through application logs, code, and database queries.
• Writes, executes, and optimizes SQL queries against relational databases to diagnose data issues, apply corrections, and fulfill ad-hoc data requests from operations teams.
• Maintains application health and performance using observability tools and dashboards, identifying and escalating emerging issues proactively.
• Trips and prioritizes incoming support tickets, ensuring timely response and resolution within established service level expectations.
• Applies small code fixes and configuration changes to resolve bugs, escalating larger or architectural issues to the development team with clear context and documentation.
• Documents known issues, workarounds, and resolution steps to build and maintain a knowledge base for the support team.
• Collaborates with the development team to communicate recurring issues, suggest improvements, and participate in root cause analysis.
• Supports release and deployment activities, including smoke testing and post-deployment verification.
• Generates reports and data extracts to support business operations and internal stakeholders.
• Participates in process improvement to enhance support workflows, reduce incident recurrence, and improve system reliability.

Requirements

• Bachelor’s degree preferably in Computer Science or related program, or equivalent professional experience.
• 2–5 years of experience in software development, application support, or a related technical role.

Qualifications

• Strong SQL skills with the ability to write, troubleshoot, and optimize queries against relational databases.
• Familiarity with ticketing and issue tracking systems (e.g., Jira).
• Comfort using logs, monitoring dashboards, and diagnostic tools to investigate production issues.
• Basic understanding of REST APIs and how web applications communicate.
• Familiarity with version control (Git) and CI/CD concepts.

Skills and Background

• Strong analytical and problem-solving skills.
• Clear written and oral communication, especially when documenting issues and resolutions.
• Ability to manage multiple priorities and work effectively under time-sensitive conditions.
• Ability to work independently and within a team.

Other Information

• Full time position. 40-hour work week with flexible schedule (Monday – Friday).
• Occasional after-hours availability may be needed for critical production issues.
• Position is based at the Columbus, OH or Hamilton, OH office location.
• Health, dental, and supplementary insurance available on first day of the month after date of hire.
• 401K enrollment with company match, available on the first day of the month after completing 90 calendar days of service.
• Salary Exempt Status.

Physical and Mental Requirements

• While performing the duties of this job, the associate is continuously required to sit, type, and perform repetitive wrist motion, and occasionally required to stand, walk, bend, squat/kneel, twist/turn, or reach.
• Specific vision capabilities required include close vision, distance vision, depth perception, and ability to adjust focus (with or without corrective lenses).