Application Support Engineer

OVERVIEW

The Company

U.S. Financial Technology (U.S. FinTech) is seeking an experienced Application Support Engineer to join our team of talented professionals. This is a full-time remote opportunity. 

U.S. FinTech built and operates the largest and most advanced mortgage securitization platform in the world, supporting the Uniform Mortgage-Backed Security (UMBS) of Fannie Mae and Freddie Mac.

Supporting 70% of the mortgage-backed securities in the market, U.S. FinTech provides best-in-class single-family issuance, bond administration, disclosure, and tax services. We support a broad portfolio of products for our clients with full lifecycle management.

Our market-leading, cloud-based, end-to-end platform executes transactions on an extraordinary scale which has bolstered liquidity in the secondary mortgage market, one of the largest and most important financial markets in the world. Our unique approach to securitization combines the best minds in financial services with the know-how, flexibility, and innovation of leading technologists.

RESPONSIBILITIES

Job Information

U.S. FinTech is seeking a motivated and detail-oriented Application Support Engineer to join our technical operation team. The candidate must be willing and able to work Central OR Pacific Time Zone hours. The Application Support Engineer will play a vital role in ensuring continuous operation and performance of our core mortgage platform, which is hosted on AWS. In this role, you will be responsible for troubleshooting and resolving application and system issues, managing incidents, performing routine system health checks, and collaborating with product, development, SRE and operations team to maintain system stability and efficiency. The ideal candidate possesses a strong technical background, excellent problem-solving skills, and hands on experience with cloud environment and relational databases.  

Key Job Functions

Application Troubleshooting & Resolution:

• Provide L2/L3 technical support for production applications. 
• Monitor system health, respond to alerts, diagnose incidents and drive timely resolution to minimize downtime and service disruptions. 
• Investigate, and resolve complex technical issues, ensuring timely resolution in line with
• Service Level Agreements (SLAs). 
• Support policies, internal controls and procedures designed to create value and minimize risk.

System Monitoring & Maintenance:

• Perform regular health checks and proactive monitoring of CSP applications their underlying AWS infrastructure components. 
• Assist with performing shakeout for applications patches, upgrade and new releases ensuring minimal disruption to business operations. 

Data Analysis & Integrity: 

• Investigate data discrepancies within CSP applications and databases, working to correct issues and prevent its recurrence. 
• Support data extraction and manipulation for reporting, analysis and audit purposes using advanced SQL queries across various database platforms. 
• Contribute to special projects and team objectives, championing continuous improvement initiatives. 

Documentation & Knowledge Management: 

• Develop and update knowledge base articles to empower end-users and improve first time resolution rates. 
• Contribute to runbook and operational guides for supported applications. 

On-Call Support: 

• Participate in a rotating on-call schedule to provide after-hour support for critical application issues as required. 
• Respond promptly to alerts and incidents, troubleshooting and resolving problems to minimize business impact. 
• Escalate issues to senior team members or development teams as required. 
• Document all on-call activities and resolution clearly. 
• Able to perform real time incident coordination, root cause analysis, drive follow-ups (post-mortems, action items) to prevent recurrence. 

QUALIFICATIONS

Education

• Bachelor’s degree in Computer Science, MIS or related technical field required. 

Minimum Experience

• Minimum 3 years of experience in an application support or similar technical role, preferably within the financial services industry with demonstratable experience supporting applications hosted on cloud platforms. 
• 2+ Experience with ITSM Tools such as ServiceNow, Remedy or other ticketing tools. 
• 2+ years of experience supporting application built on Java (Tomcat, JBoss) or .Net Stack. 
• 2+ years of experience with on-call support on a rotation basis providing 24x7 support.
• 2+ years of SQL experience with an emphasis on building queries, joining tables and running/creating stored procedures
• Applicants must be authorized to work in the US without requiring employer sponsorship currently or in the future. U.S. FinTech does not offer H-1B sponsorship for this position.

Specialized Knowledge & Skills

• Working experience on Cloud Infrastructure, such as AWS, and experience with Splunk or any other APM tool. 
• Command Center experience or experience managing major incident events is desirable. 
• Proficiency in ITIL processes required. ITIL certification preferred. 
• Familiarity with Atlassian tool (JIRA, Confluence). 
• Must be willing to provide on call support on a rotation basis for 24x7 support. When on call, requires off hour and weekend support.  

Pay Range $107,500 to $120,750

U.S. FinTech's pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) a candidate’s qualifications, skills, competencies, and experience, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. U.S. FinTech offers a competitive total compensation package, which includes a performance bonus, 401k match, healthcare coverage, PTO, and a broad range of other benefits.

Employment

As a condition of employment with U.S. Financial Technology, any successful job applicant will be required to successfully complete a background investigation, which may also include a credit check for positions in some areas of our business.

U.S. Financial Technology is an Equal Opportunity Employer.

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