Application Support Engineer

Application Support Engineer

Location: Cincinnati Day 1 onsite


Must Have

• AWS
• Monitoring tools (Splunk, Dynatrace, Scout)
• SQL
• Troubleshooting Java Spring Web Services, Ruby Rails Web Services, and cloud-native applications

JOB DESCRIPTION


GENERAL FUNCTION: The Senior Application Support Engineer is responsible for ensuring the operational stability and performance of the Newline platform. This role involves overseeing real-time payments (RTP), BIN, and ACH/Wires applications hosted on AWS. Core responsibilities include transaction monitoring, log analysis, enhancing monitoring and alerts, performing technical code-level debugging, resolving customer issues, and responding to KPIs. The engineer will act as a subject matter expert for operational concerns related to the Newline RTP system, ensuring compliance with regulations, mitigating risks, and maintaining a smooth digital banking experience. This onshore, senior-level position emphasizes hands-on Level 2 support while coordinating and mentoring a small team of support engineers. The role also includes implementing processes for monitoring, automation, and documentation to enhance support consistency and effectiveness.


DUTIES AND RESPONSIBILITIES:
• Lead Level 2 support efforts, ensuring rapid resolution of issues related to Java Spring and Ruby on Rails web services.
• Perform root cause analysis for recurring incidents and work with engineering teams to implement long-term solutions.
• Provide expertise in supporting REST APIs, cloud-native applications, and database technologies, including AWS Aurora and PostgreSQL.
• Set up, maintain, and enhance monitoring, alerting, and eventing solutions using tools such as Splunk, Dynatrace, CloudWatch, and APM tools.
• Act as the primary point of contact for escalations and coordinate efforts across team members.
• Ensure service uptime and reliability through proactive monitoring and incident management.
• Collaborate with DevOps and development teams to improve deployment processes and application resilience.
• Mentor junior team members, fostering technical and operational excellence.
• Document support procedures, troubleshooting guides, and resolutions for knowledge-sharing purposes.
• Participate in 24x7 on-call rotation and incident response efforts.


SUPERVISORY RESPONSIBILITIES: None directly, but this role will provide leadership and coordination for offshore team members.


MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
• Bachelor's degree in Computer Science/Information Systems or equivalent work experience.
• 8+ years of experience in application support or a related technical role.
• Strong understanding of banking operations and compliance regulations
• Proficiency in troubleshooting Java Spring Web Services, Ruby Rails Web Services, and cloud-native applications.
• Strong knowledge of REST APIs, containerized services (Docker, ECS/Fargate), and sidecar service paradigms.
• Expertise with AWS services (Aurora, MQ, Lambda, CloudTrail, CloudWatch).
• Experience with monitoring tools like Splunk, Dynatrace, and Scout.
• Strong SQL skills, including database support for PostgresDB.
• Excellent communication skills with both technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities.