Senior Application Support Engineer - Hybrid in NC

Position Summary:

We are seeking a Senior Application Support Engineer to join our production support team focused on payments and transaction processing platforms . This is a Level 2 (L2) production/application support role — not a development or pure systems administration position. The ideal candidate will have strong hands-on experience supporting high-availability, high-volume transaction systems in a fast-paced production environment.

In this role, you will be responsible for monitoring, triaging, logging, analyzing, and resolving application and system issues across payments/transaction processing platforms. You will coordinate escalations to third-level support groups, manage incident and problem lifecycles, support change and release activities, and contribute to operational improvements and platform stability. You will also participate in disaster recovery exercises and may lead the team in the absence of the manager.

Important: This role does not involve new application development or enhancements. The focus is entirely on production support, troubleshooting, incident management, and operational stability.

Responsibilities:

• Provide L2 production/application support for payments, transaction processing, and operational workflows
• Monitor, identify, triage, log, analyze, and resolve application/system issues in a high-availability environment
• Ensure timely escalation and resolution of incidents impacting business applications and payment systems
• Handle system incidents, payment investigations, technical escalations, and support activities
• Manage and implement changes and releases, including weekend maintenance window activities
• Coordinate and participate in Disaster Recovery exercises
• Ensure incident tickets with open escalation assignments are addressed promptly and effectively
• Identify opportunities for operational improvement through automation, optimization, and process enhancement
• Contribute to the development of, and eventually assume the role of, Problem Manager
• Support project activities and collaborate with internal teams on technical support matters
• Ensure technology is transitioned in and out of the data center according to established Asset Management processes
• Assist on various TCH and Operations projects
• Train and prepare co-workers and technical support teams for daily operational and application support activities
• Lead the team in the absence of the manager

Required Qualifications:

• Bachelor's degree or equivalent combination of education and experience
• Strong hands-on production/application support experience in a fast-paced, high-availability environment
• Experience supporting transaction processing platforms (e.g., payments, order processing, financial transactions, high-volume transaction systems)
• Strong analytical, troubleshooting, and problem-solving skills, including issue identification, triage, root cause analysis, and resolution management
• Database/SQL: Ability to write and use SQL queries for troubleshooting and investigation
• Messaging: Experience with TIBCO and/or IBM MQ / message processing
• File Transfer: Experience with FTP/SFTP
• Networking: Understanding of network fundamentals, routers, traffic flow, and flow diagrams
• Operating Systems: Basic Unix/Linux and Windows command-line experience
• Configuration: Application/system configuration and troubleshooting experience
• ITIL/Operations: Experience with Incident Management, Problem Management, RCA, and resolution processes
• Experience handling system incidents, payment investigations, technical escalations, and support activities
• Ability to manage multiple priorities and perform effectively under pressure
• Excellent verbal and written communication skills with the ability to interact professionally with customers, vendors, management, and technical teams
• Strong attention to detail and organizational skills
• Ability to work independently, make sound decisions, and collaborate effectively across cross-functional teams
• Ability to lead the team in the absence of the manager
• Technical expertise supporting Windows and Linux environments, network technologies, and enterprise integration solutions such as IBM MQ, Connect (Direct and SFTP)
• Commitment to operational excellence, platform stability, and service reliability
• Availability to participate in a 24x7x365 support model, including system alerts, critical incident response, and weekend maintenance activities
• Willingness and ability to work the required schedule: Saturday to Thursday, 11:00 PM – 7:00 AM EST

Preferred Qualifications:

• Experience supporting real-time payments, ACH, wire, or other financial transaction processing systems
• Payments industry experience (preferred but not mandatory)
• Experience driving operational improvements through automation, process optimization, and continuous improvement initiatives
• Experience participating in disaster recovery planning, testing, and execution
• Knowledge of ITIL processes, including Incident, Problem, and Change Management
• Experience managing application releases and production change implementations
• Previous experience mentoring team members or serving in a technical lead capacity
• Experience within financial services, banking, or payments industry environments