Application Support Engineer

Application Support Engineer

The Application Support Engineer serves as a tier 2 technical resource for ODW Logistics' Transportation Management System (TMS). This role investigates and resolves production issues escalated from tier 1 support, performs data analysis and corrections using SQL, monitors application health, and ensures the stability and reliability of the TMS platform. The position is primarily reactive and investigative, requiring strong troubleshooting skills, attention to detail, and the ability to work across a modular monorepo of backend services and a modern web frontend that powers freight operations.

Essential Functions

• Investigate and resolve production issues escalated from tier 1 support, tracing problems through application logs, code, and database queries.
• Write, execute, and optimize SQL queries against relational databases to diagnose data issues, apply corrections, and fulfill ad-hoc data requests from operations teams.
• Monitor application health and performance using observability tools and dashboards, identifying and escalating emerging issues proactively.
• Triage and prioritize incoming support tickets, ensuring timely response and resolution within established service level expectations.
• Apply small code fixes and configuration changes to resolve bugs, escalating larger or architectural issues to the development team with clear context and documentation.
• Document known issues, workarounds, and resolution steps to build and maintain a knowledge base for the support team.
• Collaborate with the development team to communicate recurring issues, suggest improvements, and participate in root cause analysis.
• Support release and deployment activities, including smoke testing and post-deployment verification.
• Generate reports and data extracts to support business operations and internal stakeholders.
• Participate in process improvement to enhance support workflows, reduce incident recurrence, and improve system reliability.
• Perform other related duties as assigned.

Minimum Qualifications

• Education and Experience: Bachelor's degree preferably in Computer Science or related program, or equivalent professional experience. 2–5 years of experience in software development, application support, or a related technical role.
• Technical Skills: Strong SQL skills with the ability to write, troubleshoot, and optimize queries against relational databases. Experience reading and navigating codebases to trace issues, even if not a primary developer. Familiarity with ticketing and issue tracking systems (e.g., Jira). Comfort using logs, monitoring dashboards, and diagnostic tools to investigate production issues. Basic understanding of REST APIs and how web applications communicate. Familiarity with version control (Git) and CI/CD concepts.
• Nice to Have: Experience with Go (Golang) or another backend language. Experience with Angular and TypeScript. Experience with Microsoft SQL Server. Familiarity with Docker or containerized environments. Experience with observability tools (e.g., Datadog, Prometheus, Grafana). Experience with message queue systems (e.g., RabbitMQ) or caching layers (e.g., Redis). Transportation, logistics, or supply chain industry experience. Experience writing technical documentation or runbooks.

Skills and Background

• Strong analytical and problem-solving skills.
• Clear written and oral communication, especially when documenting issues and resolutions.
• Ability to manage multiple priorities and work effectively under time-sensitive conditions.
• Ability to work independently and within a team.

Other Information

• Full time position. 40-hour work week with flexible schedule (Monday – Friday). Occasional after-hours availability may be needed for critical production issues.
• Position is based at the Columbus, OH or Hamilton, OH office location.
• Health, dental, and supplementary insurance available on first day of the month after date of hire. 401K enrollment with company match, available on the first day of the month after completing 90 calendar days of service.
• Physical and Mental Requirements: While performing the duties of this job, the associate is continuously required to sit, type, and perform repetitive wrist motion, and occasionally required to stand, walk, bend, squat/kneel, twist/turn, or reach. Specific vision capabilities required include close vision, distance vision, depth perception, and ability to adjust focus (with or without corrective lenses). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ODW Competencies

• People Focused: Recognize that having great people is the ultimate competitive advantage.
• Customer Driven: Deliver the optimal customer experience (internal and external).
• Business Acumen: Learn and apply position expertise and industry knowledge.
• Results Driven: Show personal desire, energy and focus to succeed against high standards.
• Innovative: Think differently and be innovative for better business results.

Equal Opportunity Employer