Req ID: 393391
We are currently seeking a
EPG Support Engineer to join our team in Atlanta, Georgia (US-GA), United States (US).
Job Function/ Day to Day- Provide Tier 3 engineering support for complex application, integration, and production issues across EPG payment platforms.
- Investigate and troubleshoot complex application, integration, transaction-processing, and production-support issues.
- Perform detailed root cause analysis (RCA) using application logs, transaction data, system diagnostics, source code, and application/configuration information.
- Analyze and validate suspected software defects and coordinate handoff to the appropriate engineering team for remediation.
- Determine whether production issues are caused by:
- Application defects
- Configuration issues
- System integrations
- Infrastructure dependencies
- Data-quality issues
- Third-party systems
- Operational processes
- Coordinate complex technical investigations across Application Support, Engineering, DevOps, Product, and other partner teams to establish ownership and drive timely resolution.
- Provide technical guidance, temporary workarounds, mitigation strategies, and recommendations for customer-impacting and production issues.
- Document technical findings, issue ownership, root causes, decisions, actions, and status updates in approved tracking and incident-management systems.
- Participate in release validation and operational-readiness activities where application or platform expertise is required.
- Analyze recurring production and application issues to identify opportunities for permanent remediation and service improvement.
- Develop and maintain runbooks, knowledge articles, troubleshooting guides, and operational documentation.
- Contribute to technical training, knowledge sharing, automation, and process-improvement initiatives across support and engineering teams.
- Work collaboratively with engineering and operations teams to improve application stability, supportability, and production reliability.
Required Qualifications - 3+ years of experience in software engineering, application support, production support, application operations, or a closely related technical discipline.
- Demonstrated experience troubleshooting enterprise applications in distributed environments.
- Strong experience investigating application and production issues using logs, transaction data, diagnostics, configuration information, and other technical artifacts.
- Understanding of incident management, problem management, and change-management practices.
- Strong analytical and structured problem-solving capability, with the ability to isolate complex issues and determine appropriate ownership.
- Strong written communication skills with the ability to clearly document technical findings, incident status, root causes, and resolution actions.
- Demonstrated ability to collaborate effectively across Application Support, Engineering, DevOps, Product, infrastructure, and other cross-functional teams.
- Ability to operate effectively in customer- and service-focused production environments where timely incident resolution and accurate communication are critical.
Preferred Qualifications. - Experience with code-level troubleshooting and software-defect analysis.
- Working knowledge of relational databases and SQL, including the ability to analyze application and transactional data during troubleshooting.
- Knowledge of APIs, web services, and system integrations used within distributed enterprise environments.
- Familiarity with Java or another object-oriented programming language.
- Experience using monitoring and observability tools such as:
- Splunk
- AppDynamics
- ELK
- Datadog
- Similar enterprise monitoring platforms
- Familiarity with Jira and ServiceNow for incident, defect, problem, or work-item tracking.
- Working knowledge of Linux environments and related application-support activities.
- Familiarity with release-management and production-deployment processes.
- Experience supporting payment processing, financial-services, or transaction-based platforms.
- Experience contributing to runbooks, knowledge management, training, automation, and continuous-improvement initiatives.
Key Competencies
- Technical troubleshooting and analysis
- Root cause analysis
- Production and incident support
- Cross-functional collaboration
- Incident, problem, and change management
- Defect identification and escalation
- Documentation and knowledge sharing
- Operational readiness
- Continuous improvement
- Customer and service focus
NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $65,200.00 to $97,800.00. This range reflects the minimum and maximum target compensation for the position across all US locations.
Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits
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