Senior Application Support Engineer
About the role
Take your career to the next level! In the last few years our goal has been expansion, creating growth opportunities for many of our team members. Not only are we serious about growth, but we are also serious about helping our customers during hard financial times. We take pride in providing solutions and offering a helping hand, not only to our customers but also to the communities we serve. As we continue to expand and grow into a national leader in consumer financing, we invite you to consider joining our team. If you're passionate about making a meaningful impact in people's lives and bringing a personal touch to finance, we'd love to have you on board!
Job Purpose
The Senior Application Support Engineer serves as a senior technical resource for the support, reliability, performance, and continuous improvement of critical business applications. This role provides advanced Level 2 and Level 3 support, leads complex incident and problem investigations, partners with business, development, infrastructure, security, and vendor teams, and mentors other support engineers. The incumbent helps ensure application services meet availability, service-level compliance, and operational objectives.
Duties and Responsibilities
- Serve as the senior escalation point for complex Level 2 and Level 3 application incidents, owning investigation through restoration, root-cause identification, and documented resolution.
- Assess business impact, establish priority, coordinate technical resources, and provide timely, audience-appropriate communications during major incidents.
- Lead problem management for recurring issues by performing trend analysis, identifying root causes, and driving permanent corrective and preventive actions.
- Partner directly with Level One Business Support teams and coach engineers on troubleshooting methods, escalation practices, and customer service.
- Collaborate across application development, infrastructure, database,