Application Support Engineer - NGPOS

Job Summary

We are seeking an Application Support Engineer to provide Level 3 production support, site reliability, and operational engineering for a Next Generation Point of Sale (NGPOS) platform.

This role works closely with software engineering teams throughout the software development lifecycle and is ideal for candidates who enjoy troubleshooting complex production issues, improving system reliability, and supporting large-scale enterprise applications. This is not a traditional help desk role.

The ideal candidate is curious, proactive, and passionate about problem-solving. Candidates early in their careers with a strong willingness to learn are encouraged to apply.

Location: Blue Ash, OH
Work Arrangement: 100% Onsite (5 Days/Week)
WORK AUTHORIZATION : USC and GC's only

Key Responsibilities

• Provide Level 3 production support for enterprise applications and supporting infrastructure.
• Investigate, troubleshoot, and resolve complex application, database, integration, and infrastructure issues.
• Monitor application performance, system health, logs, and production environments.
• Partner with development, infrastructure, business, and support teams to resolve incidents within SLA timelines.
• Participate in major incident management, root cause analysis, and post-incident reviews.
• Test application and infrastructure changes prior to deployment.
• Execute and document break/fix activities, service requests, and operational support tasks.
• Create and maintain operational documentation, troubleshooting guides, and support procedures.
• Participate in technical design, requirements analysis, implementation planning, and production rollouts.
• Contribute to coding, configuration, testing, and unit testing when applicable.
• Support pilot implementations, production deployments, and enterprise rollouts.
• Participate in Agile ceremonies including planning, refinement, testing, and retrospectives.
• Improve operational processes through automation and continuous improvement initiatives.
• Manage assigned initiatives independently while collaborating with cross-functional teams.

Preferred Attributes

• Strong analytical and problem-solving skills.
• Curiosity and willingness to learn new technologies.
• Ownership and accountability for production issues.
• Ability to remain calm during critical production incidents.
• Strong collaboration and communication skills.
• Continuous improvement mindset with a focus on operational excellence.
• Confidence to identify risks and improve application reliability.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field (or equivalent practical experience).
• Experience or strong interest in Application Support, Production Operations, Software Engineering, or Site Reliability Engineering (SRE).
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication skills.
• Ability to work with technical and non-technical stakeholders.
• Strong ownership mindset with the ability to drive issues through resolution.
• Ability to prioritize multiple production support activities in a fast-paced environment.
• Willingness to work onsite five days per week.
• Ability to participate in an on-call rotation, including evenings, weekends, and holidays.
• Willingness to travel occasionally for production rollouts and implementation support.

Preferred Skills

Experience with one or more of the following technologies is preferred:

• Enterprise Point of Sale (POS) or Retail Technology
• Java Application Support or Development
• Go (Golang)
• SQL and Relational Databases
• MongoDB or other NoSQL Databases
• Shell Scripting, PowerShell, or Python
• Splunk, Grafana, or similar monitoring tools
• ServiceNow or ITSM platforms
• Jira and Confluence
• Incident, Problem, and Change Management
• Root Cause Analysis
• Agile/Scrum methodologies
• PCI-DSS or Payment Card Security standards