Description
POSITION SUMMARY: The Application Support Engineer II serves as a technical subject matter expert for complex incidents involving application behavior, integrations, performance, and backend systems. This role leads incident resolution efforts, mentors junior Engineers, and provides cross-team technical coordination while maintaining high standards of process adherence and documentation.
DUTIES AND RESPONSIBILITIES:
• Lead resolution of complex technical incidents requiring deep analysis of backend logic, integrations, SQL performance, and environmental dependencies.
• Perform advanced debugging across multiple application layers.
• Mentor Engineer I staff and provide technical guidance during active incidents.
• Collaborate with Analysts, development teams, vendors, and infrastructure groups to resolve cross-functional issues.
• Conduct trend analysis to identify recurring technical issues and recommend improvement opportunities.
• Document high-quality resolution steps, root causes, and preventative actions.
• Support production operations, including job monitoring and technical validation.
• Maintain expert-level understanding of supported systems, integrations, and diagnostic tools.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Field incoming incidents escalated from end users to resolve application and software issues within applications, databases, and other mission-critical systems.
• Debug code from various technologies.
• Propose possible solutions to incidents and problems.
• Contribute to or create data recovery scripts.
• Develops and maintains detailed technical knowledge of the specifications, operation, and diagnostics
of products.
ADDITIONAL RESPONSIBILITIES:
• Must have skills to administer or assist vendor in supporting any related areas.
• Provide nightly production processing, user support and SME support for all areas.
• Vendor, product owner and customer relationship management.
• Cross functional collaborate problem solving.
• Utilize ITIL practices to optimize internal processes.
• Drive and contribute to the continual improvement of the team, group and organization.
• Other related duties as assigned.
Requirements
INIMUM KNOWLEDGE AND EDUCATION REQUIREMENTS:
• College diploma or university degree in the field of computer science, information systems, or typically, 4 years equivalent work experience.
• Experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to develop and interpret technical documentation for training and end user procedures.
• Expert level knowledge of SQL Server stored procedures, functions, indexes, tables/views and overall functional knowledge of databases.
EE Tidal Enterprise Scheduler experience (admin and engineer)
• Knowledge of Salesforce/nCino, Mulesoft/Solace, Azure/AWS, SQL Server Integration Services and/or Oracle
(PLSQL) a plus.
• 2+ years of financial applications administration experience preferred.
• ITIL Foundation certified a plus.
• Highly self-motivated and directed.
• Exceptional analytical and problem-solving abilities.
• Ability to absorb new ideas and concepts quickly.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, highly collaborative environment.
ESSENTIAL FUNCTIONS
• Ability to report to work in person and to attend work-related functions/activities.
• Ability to work at a desk and use a computer for extended periods.
• Ability to lift, carry, and move objects up to 10 pounds occasionally.
• Ability to occasionally travel as required.
• Ability to type and utilize various software programs efficiently and operate general office equipment.
• Ability to work in an office setting with moderate noise levels.
• Additional physical demands include, but may not be limited to, frequent talking or hearing, occasional push/pull, stoop/kneel, bend/twist, and reach to retrieve or move items in a typical office environment.
• Must be able to work scheduled hours and overtime as needed.
• Hybrid or remote work arrangements:
o This role has been designated as a Hybrid role, which gives employees the opportunity to work from home on Mondays and Fridays and working in the office on Tuesday, Wednesday, and Thursday.
o Exceptions to the designated work arrangement may be made based on business needs.
o Please note that the Company retains the right to change a position's designation at any time.
• Ability to concentrate and focus on details when reviewing documents, analyzing data, and performing computer-based tasks.
• Ability to manage multiple tasks and deadlines while maintaining accuracy and efficiency.
• Ability to problem-solve efficiently and make sound decisions.
• Ability to manage job-related stress and interactions with clients, colleagues, or external parties.
• Ability to communicate ideas clearly in both verbal and written form.
• Ability to work with others in a collegial and collaborative manner.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
