Sr. Application Support Engineer

Role Summary

As a Senior Applications Support Engineer, you will report to the Director of Engineering and own the operational health of K. Hovnanian’s web and application portfolio. On any given day, you might triage a P1 outage on a Python-based Warranty Portal, investigate performance regression in a Next.js/TypeScript application, tune Datadog and Azure Monitor alerts, analyze GraphQL query performance, or improve logging through targeted instrumentation. You’ll strengthen platform reliability through observability, runbooks, and proactive problem elimination—working closely with Front End, Back End, Architecture, Product, and business partners to keep critical systems running smoothly.

What You’ll Do

• Serve as a Tier-2 / Tier-3 responder for customer-facing product incidents, restoring service quickly and driving durable root-cause fixes.
• Lead and contribute to blameless incident reviews, helping turn issues into learning and long-term reliability improvements.
• Build, maintain, and tune observability across Azure Monitor / Application Insights (OpenTelemetry), Datadog, and PostHog, with dashboards and alerts that reduce noise and improve signal.
• Author and maintain production runbooks, escalation paths, and on-call documentation that actually get used.
• Participate in an equitable on-call rotation with clear expectations, strong tooling, and a focus on burnout prevention.
• Track and improve MTTA and MTTR using real incident and alert analytics.
• Cook up and coordinate releases and changes with Engineering, QA, and Product, ensuring pragmatic change management and safe deployments using Azure DevOps and GitHub.
• Investigate issues across the full stack using logs, traces, metrics, SQL, and GraphQL performance data.
• Partner with platform, infrastructure, security, and vendor teams to ensure smooth handoffs and resilient operations.
• Contribute to internal documentation and workflows in Jira and Confluence.

Qualifications

• 5+ years in application support, production operations, or software engineering supporting live systems
• Strong experience with Azure Monitor / Application Insights, Datadog, PostHog, SQL, and incident analytics
• Familiarity with modern web stacks (Next.js/TypeScript, Python) and Azure-hosted environments
• Hands-on experience with incident, problem, and change management in product-oriented teams
• Clear written and verbal communication and strong documentation skills
• Experience participating in on-call rotations with structured escalation policies
• Preferred: Experience with Pulumi or other infrastructure-as-code tooling, familiarity with ServiceNow, PagerDuty (or equivalent), Jira, and Confluence, ITIL Foundation, Azure, or comparable certifications

Education

Bachelor’s degree in Computer Science, Information Systems, Software Engineering, or equivalent professional experience.

Job Travel

20%