The Application Support Engineer will maintain the stability and performance of external-facing web applications and platforms. This role focuses on incident response, system monitoring, root cause analysis, and working closely with development and infrastructure teams to enhance reliability within a globally distributed operations model.
Responsibilities
- Support production web applications as part of a global team providing 24x7 operational coverage.
- Respond to and resolve incidents, conducting thorough root cause investigations and implementing preventive measures.
- Collaborate with development, infrastructure, and platform teams to improve system resilience and performance.
- Maintain and enhance application monitoring through alerts, synthetic tests, and observability tooling.
- Use tools like Splunk to monitor systems, troubleshoot issues, and analyze logs for rapid resolution.
- Develop and refine dashboards to track key metrics and increase operational visibility.
- Proactively address system alerts and customer-reported issues to minimize impact.
- Participate in an on-call rotation to support production environments around the clock.
Requirements
- 2 to 5 years of experience in Tier 2 or Tier 3 IT support, including systems analysis, development, or data/reporting functions.
- Proficient with observability platforms such as Splunk, Datadog, Grafana, AppDynamics, or OpenTelemetry, with a preference for Splunk expertise.
- Experience troubleshooting and analyzing logs and code to resolve intermediate-level technical issues.
- Familiarity with AWS and Kubernetes architectures.
- Strong written and verbal communication skills for effective cross-team coordination.
- Background in application support engineering or Site Reliability Engineering roles.
- Comfortable working in Linux environments and writing shell scripts.
Nice to Have
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field.
- Experience with Agile methodologies and consulting environments.
- Proven leadership experience managing small to mid-sized technical teams.
- Certifications in ITIL Foundation, AWS, Azure, or GCP.
- Hands-on experience with Mulesoft, Postman, and API testing workflows.
- Skilled in writing complex SPL queries for alerting and dashboard creation in Splunk.
- Knowledge of Application Performance Monitoring (APM) and Real User Monitoring (RUM) tools.
- Understanding of networking principles in cloud-native platforms such as AWS, Kubernetes, and OpenShift.
Tech Stack
Splunk, Splunk Cloud, Observatility Cloud, AppDynamics, Grafana, Datadog, OpenTelemetry, Splunk Synthetics, Selenium, AWS, Kubernetes, Mulesoft, Postman, Python, Linux, ServiceNow
Compensation
Not specified
Work Arrangement
Remote work within the United States
Team
Global production operations team with cross-functional collaboration across development, infrastructure, and platform engineering
- Proactive and solution-oriented mindset
- Self-driven and autonomous work approach
- Emphasis on clear communication across teams
- Commitment to operational excellence and continuous improvement
- Adherence to compliance standards and industry best practices
Additional Information
- This role includes participation in a scheduled on-call rotation.
- Candidates must be prepared to support a 24/7 operational model.
- Position is remote but restricted to candidates located in the United States.
Not specified
