Senior Engineer, Application Support

Join The Clearing House (TCH), a banking association and payments company owned by the largest commercial banks in the United States. TCH operates the core payments system infrastructure, processing nearly $2 trillion in transactions daily, including half of all commercial ACH and wire volume. We are modernizing payments with a new real-time system while maintaining critical services like Direct Deposit, bill payments, and check image exchange.

About the role

The Senior Application Support Engineer ensures TCH’s platform and payment systems deliver reliable services by monitoring, triaging, analyzing, and resolving issues—including CHIP payment support and escalations. This role supports 24x7x365 operations, critical incident response, and cross-functional collaboration to maintain platform stability and operational excellence.

Responsibilities

• Train and prepare co-workers and technical support teams for daily operational and application support activities.
• Identify opportunities to improve Operations tasks through automation, optimization, and process enhancement.
• Oversee issue triage, ensuring timely escalation and resolution of incidents impacting business applications and payment systems.
• Support project activities and collaborate with internal teams on VHIPS-related technical support matters.
• Manage and implement changes and releases, including Weekend Maintenance window activities.
• Coordinate and participate in Disaster Recovery exercises.
• Contribute to the development of Problem Management processes and eventually assume the Problem Manager role.
• Ensure Incident tickets with open escalations are addressed promptly and effectively.
• Oversee technology transitions in and out of the data center per Asset Management processes.
• Assist on various TCH and Operations projects.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• Strong analytical, troubleshooting, and problem-solving skills, including root cause analysis and resolution management.
• Experience providing application support in a fast-paced, high-availability production environment.
• Experience supporting payment systems, transaction processing platforms, and operational workflows.
• Ability to handle system incidents, payment investigations, technical escalations, and support activities.
• Proficiency in Windows and Linux environments, network technologies, and enterprise integration solutions (e.g., IBM MQ, Connect:Direct, SFTP).
• Commitment to operational excellence, platform stability, and service reliability.
• Availability for 24x7x365 support, including system alerts, critical incident response, and weekend maintenance.

Skills

• Ability to manage multiple priorities and perform under pressure.
• Excellent verbal and written communication with customers, vendors, management, and technical teams.
• Strong attention to detail and organizational skills.
• Ability to work independently, make sound decisions, and collaborate across cross-functional teams.
• Leadership capability in the absence of the manager.

Qualifications (Preferred)

• Experience supporting real-time payments, ACH, wire, or other financial transaction processing systems.
• Experience driving operational improvements through automation and process optimization.
• Participation in disaster recovery planning, testing, and execution.
• Knowledge of ITIL processes (Incident, Problem, and Change Management).
• Experience managing application releases and production changes.
• Mentoring or technical lead experience.
• Background in financial services, banking, or payments industries.

Schedule

This role follows a four-day schedule: Saturday–Thursday, 11 PM–7 AM EST. Some travel may be required, and onsite work requirements may change.

Work Environment

Work is generally sedentary and performed in an office environment with standard equipment. Lighting and temperature are controlled, and conditions are favorable with no hazardous noise or dust. Occasional travel may be required.