Bachelor's degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
5+ years of experience in enterprise application support, focusing on Level 2 and Level 3 troubleshooting.
Proven track record in leading complex incident resolution and root-cause analysis.
Experience with IT service management platforms and structured management processes.
Strong knowledge of Microsoft technologies (.NET, C#, Visual Basic) and advanced SQL Server skills.
Proficiency in application monitoring and diagnostic tools, as well as source control tools like Git.
Ability to create clear technical documentation and communicate effectively with diverse stakeholders.
Responsibilities
Serve as the senior escalation point for complex application incidents, managing investigation and resolution.
Assess business impact and coordinate technical resources during major incidents, ensuring timely communication.
Lead problem management efforts by analyzing trends and driving corrective actions for recurring issues.
Collaborate with various teams to resolve cross-platform issues and improve application health monitoring.
Plan and support application releases and changes, ensuring effective transitions into production support.
Track service-level performance and recommend measurable service improvements based on operational data.
Mentor less experienced team members and lead knowledge-sharing activities.
Benefits
Opportunities for professional development and mentorship.
Access to advanced tools and technologies for application support.
Collaborative work environment with cross-functional teams.
Participation in an on-call support rotation for critical incidents.
Potential for involvement in innovative projects related to application performance and reliability.
Full Job Description
Job purpose
The 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 conditions
This position primarily works in an office environment, sitting at a desk, working on a computer.
