Application Support Engineer

GENERAL FUNCTION

The Application Support Engineer reports to the Director of Application Support and works in a diverse team of support engineers with regards to support and monitoring of software. Responsibilities include analysis and resolution of software issues, optimizing software application performance, SQL scripting of manual data corrections, attending meetings related to software issues or performance, and working with internal and external business partners on IT system issues.

DUTIES/RESPONSIBILITIES

• Troubleshoot and resolve application-related issues, including software bugs, configuration errors, and performance bottlenecks, maintaining pre-established service level agreements (SLAs)
• Monitor and maintain the performance, stability, and availability of applications
• Collaborate with development and operations teams to implement patches, updates, and enhancements
• Act as the first point of contact for application-related incidents
• Identify, log, and track issues to resolution using Momentum IT ticketing systems
• Conduct root cause analysis to prevent recurrence of issues
• Document best practices, standard operating procedures (SOPs) to enhance department knowledge base
• Provide technical assistance to end-users and address queries related to application functionality
• Deliver training and create documentation (e.g., user guides, FAQs) to improve user proficiency
• Support application integration with other systems and third-party tools
• Assist in the deployment of new features, ensuring minimal disruption to business operations
• Use monitoring tools to track application performance and proactively address potential issues
• Suggest and implement improvements for better application performance and user experience
• On-call support will be required for critical issues outside business hours
• This position will be supporting our west coast branches and expected to work from 10 AM EST - 7 PM EST (Mon-Fri)

EDUCATION

• Associate degree or bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar education or work experience

EXPERIENCE

• Minimum of 3 years experience with Microsoft .NET Applications, or combined experience in IT software development / support.
• Proficiency in SQL language, with ability to write complex queries is a must
• Familiarity with application architecture - servers, databases, and application programming interface (APIs)
• Experience with monitoring and logging tools (e.g., Splunk, AppDynamics, New Relic)
• Familiarity with at least one programming language
• Experience with working in cloud environment (Amazon Web Services, Microsoft Azure, or Google Public Cloud) is a plus
• Familiarity with Information Technology Infrastructure Library (ITIL) processes for incident, problem, and change management

SKILLS

• Strong analytical and troubleshooting skills
• Ability to prioritize tasks and handle critical incidents under pressure
• Excellent written and verbal communication skills
• Ability to convey technical concepts to non-technical audiences
• Ability to work in fast-paced environments and collaborate with diverse teams