Job purposeThe Senior Application Support Engineer serves as a senior technical resource for the support, reliability, performance, and continuous improvement of critical business applications. This role provides advanced Level 2 and Level 3 support, leads complex incident and problem investigations, partners with business, development, infrastructure, security, and vendor teams, and mentors other support engineers. The incumbent helps ensure application services meet availability, service-level compliance, and operational objectives.
Duties and responsibilities- Serve as the senior escalation point for complex Level 2 and Level 3 application incidents, owning investigation through restoration, root-cause identification, and documented resolution.
- Assess business impact, establish priority, coordinate technical resources, and provide timely, audience-appropriate communications during major incidents.
- Lead problem management for recurring issues by performing trend analysis, identifying root causes, and driving permanent corrective and preventive actions.
- Partner directly with Level One Business Support teams and coach engineers on troubleshooting methods, escalation practices, and customer service.
- Collaborate across application development, infrastructure, database, network, security, and vendor teams to resolve cross-platform and cross-product issues.
- Act as a subject matter expert for assigned applications, including architecture, integrations, dependencies, data flows, configurations, operational risks, and business processes.
- Monitor application health, availability, capacity, logs, interfaces, batch processes, and performance; improve alerts, dashboards, and operational thresholds to detect issues proactively.
- Own and improve scheduled operational processes, support procedures, runbooks, knowledge articles, system diagrams, and recovery documentation.
- Plan and support application releases, configuration changes, patches, upgrades, and deployments across test and production environments, including validation and post-implementation review.
- Ensure adherence to established Release, Incident, Problem, Change, Configuration, Access, and Service Management processes and controls.
- Review proposed solutions, technical designs, scripts, code, and deployment plans for supportability, reliability, maintainability, and operational risk.
- Develop or enhance scripts, queries, utilities, and automation that reduce manual effort, improve data quality, and accelerate diagnosis and recovery.
- Participate in software testing through test planning, review, analysis, execution support, defect triage, production-readiness assessment, and release certification.
- Track service-level performance, support volumes, recurring defects, and operational risks; recommend and lead measurable service improvements.
- Provide technical support and operational guidance to projects, ensuring new or changed services transition effectively into production support.
- Participate in an on-call support rotation and coordinate after-hours response for business-critical production incidents as required.
- Lead technical discussions, triage sessions, knowledge-sharing activities, and post-incident reviews; mentor less experienced team members.
- Perform other duties as assigned by Leadership.
Minimum Qualifications- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and relevant experience.
- Five or more years of progressive experience supporting enterprise or production applications, including advanced Level 2 or Level 3 troubleshooting.
- Demonstrated experience leading complex incident resolution and performing root-cause analysis, problem management, and corrective-action follow-through.
- Experience using an IT service management platform and working within structured Incident, Problem, Change, Release, and Configuration Management processes.
- Strong working knowledge of Microsoft development technologies, including .NET, C#, and Visual Basic, with the ability to review and troubleshoot application code.
- Advanced Microsoft SQL Server skills, including complex querying, stored procedure analysis, data validation, and performance troubleshooting.
- Experience supporting integrations, APIs, scheduled jobs, services, and multi-tier applications across test and production environments.
- Proficiency with application monitoring, logging, alerting, and diagnostic tools.
- Proficient understanding of source control and software delivery tools such as Git and Bitbucket.
- Ability to create clear technical documentation, runbooks, support procedures, incident communications, and executive-ready summaries.
- Strong customer orientation and the ability to communicate effectively with technical teams, business users, vendors, and leadership.
- Demonstrated ability to mentor colleagues, lead technical work, manage competing priorities, and exercise sound judgment during high-impact incidents.
- Working knowledge of Microsoft 365 applications, including Outlook, Word, and Excel.
- Must pass drug screen and other pre-employment screenings.
Preferred Qualifications- Graduate degree or relevant technical certifications, such as Microsoft, database, cloud, or Agile credentials.
- Experience supporting applications in the consumer finance or broader financial services industry.
- Experience supporting loan management systems and related business processes.
- Experience with cloud-hosted applications, DevOps practices, CI/CD pipelines, scripting, or operational automation.
- Experience with high availability, disaster recovery, application security controls, audit evidence, and regulated operating environments.
- Experience developing service metrics, dashboards, or continuous improvement plans.
Critical Competencies- Advanced analytical, diagnostic, and problem-solving skills.
- Technical leadership, mentoring, and knowledge-sharing capability.
- Ownership, accountability, sound judgment, and composure during critical incidents.
- Clear written and verbal communication tailored to technical and nontechnical audiences.
- Strong collaboration across business, technology, security, infrastructure, and vendor teams.
- Ability to adapt to a rapidly changing environment, organize work independently, and manage multiple priorities.
- Continuous-improvement mindset with attention to service quality, operational risk, documentation, and sustainable solutions.
Working conditionsThis position primarily works in an office environment, sitting at a desk, working on a computer.
