Application Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Application Support Engineer based in the United States.

This role sits at the heart of a high-scale, cloud-based financial technology platform that supports critical mortgage securitization infrastructure operating at national scale. The Application Support Engineer ensures the stability, performance, and continuous availability of mission-critical applications hosted in AWS. You will troubleshoot complex production issues, partner closely with engineering and operations teams, and contribute to maintaining a resilient and secure system environment. The role blends deep technical problem-solving with operational excellence and incident management in a fast-paced, regulated industry. You will also play a key role in monitoring system health, supporting deployments, and improving support processes. This is a fully remote position aligned with Central or Pacific Time Zone working hours, including participation in a rotating on-call schedule.

In this role, you will be responsible for ensuring the reliability, performance, and continuous operation of production applications through hands-on technical support and cross-functional collaboration.

• Provide L2/L3 production support by troubleshooting application and system issues, responding to alerts, and driving timely incident resolution in line with SLA commitments.
• Monitor application and AWS cloud infrastructure health, perform routine checks, and proactively identify risks or performance degradation.
• Investigate and resolve complex technical and data-related issues using SQL queries, ensuring data integrity and preventing recurrence.
• Support application releases, patches, and upgrades by performing validation and post-deployment shakeout activities.
• Participate in on-call rotation to handle critical incidents, including off-hours response, escalation, coordination, and root cause analysis.
• Develop and maintain operational documentation, runbooks, and knowledge base articles to improve resolution efficiency and team effectiveness.
• Collaborate with product, development, SRE, and operations teams to enhance system stability and drive continuous improvement initiatives.

Requirements

This position requires strong technical expertise in application support, cloud environments, and production incident management, ideally within financial services or other high-availability systems.

• Bachelor’s degree in Computer Science, Information Systems, or a related technical field.
• 3+ years of experience in application support or similar production support roles in a cloud-based environment (AWS preferred).
• Strong SQL skills with experience writing complex queries, joining tables, and working with stored procedures.
• Experience supporting Java-based (Tomcat, JBoss) or .NET applications in production environments.
• Hands-on experience with ITSM tools such as ServiceNow, Remedy, or similar ticketing systems.
• Familiarity with monitoring and observability tools such as Splunk or other APM platforms.
• Experience working in ITIL-based environments; ITIL certification is a plus.
• Strong analytical, troubleshooting, and incident management skills, with the ability to manage multiple priorities under pressure.
• Excellent communication skills and ability to collaborate across technical and non-technical teams.
• Willingness to participate in a 24/7 on-call rotation, including evenings and weekends when required.

Benefits

• Competitive annual salary range of approximately $107,500 – $120,750
• Performance-based bonus eligibility
• Comprehensive medical, dental, and vision insurance coverage
• 401(k) retirement plan with employer match
• Generous paid time off and holidays
• Remote work flexibility within the United States
• Life insurance and disability coverage
• Structured on-call compensation and support for off-hours work
• Professional development opportunities and exposure to large-scale financial systems