Application Support Engineer

Application Support Engineer

We take pride in what we do! Deciding to come grow with us is an exciting opportunity to enhance your career success stories. You are the center to what we do. We would love to have you here!

The Application Support Engineer maintains and oversees enterprise-level software applications to ensure performance, availability, and reliability across the company. This role involves providing technical troubleshooting, system integration, and user support, while serving as a liaison between IT, vendors, and business teams.

• Provide support for core business applications, ensuring high availability, performance, and timely resolution of issues.
• Analyze, diagnose, and resolve application incidents and problems by identifying root causes and implementing long-term solutions.
• Act as a subject matter expert (SME) for supported applications and provide hands-on technical assistance to technical and non-technical stakeholders.
• Collaborate with development, infrastructure, helpdesk, and vendor teams to implement application enhancements, upgrades, and patches.
• Monitor application performance and availability.
• Create and maintain documentation, including knowledge base articles, Standard Operating Procedures (SOPs), support runbooks, and system configurations.
• Assist with deployment activities, change control, and release management processes.
• Support incident response activities and participate in post-incident reviews to ensure continuous improvement.
• Identify and implement automation opportunities to streamline support processes.
• Provide user training and support during onboarding, upgrades, or application transitions.
• Perform all other duties as assigned.

Required Skills/Abilities:

• Highest level of integrity, honesty, and ethical behavior when handling sensitive and confidential information.
• Excellent problem-solving and documentation skills, with the ability to work independently and collaboratively across teams.
• Computer skills, including advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Jet Addon, etc.) and SharePoint Administration, including Litigation Hold tools.
• Strong knowledge of enterprise application environments, including web-based and client/server architectures.
• Experience supporting and troubleshooting IIS & SQL-based systems (SQL Server).
• Familiarity with ITIL-based support processes and ticketing systems (InvGate, Jira).
• Solid understanding of Windows Server, IIS, Active Directory, and integrations.
• Proficiency in Endpoint Management tools such as ManageEngine Endpoint Central and Intune.
• Strong knowledge of email flow troubleshooting within Microsoft 365 environments.
• Familiarity with certificate management and security protocols.

Education and Experience:

• Bachelor's degree in computer science, IT, or a related field, or equivalent on-the-job experience with a minimum of 5 years in application support required.
• Experience in financial services or other highly regulated industries preferred.
• Hands-on experience managing Windows Update processes and IIS (Internet Information Services).
• Familiarity with scripting languages such as PowerShell, Python, or Bash preferred.
• Experience working with third-party vendors for application support and maintenance preferred.
• Understanding of security best practices, compliance requirements (HIPAA, PCI-DSS, NIST, etc.), and data protection principles preferred.

Physical Requirements:

• Stand, walk, and/or sit for eight (8) hours a day
• Communicate effectively, verbally, written, in person, via telephone, or electronically.
• Lift and maneuver up to 20 lbs.

The above description outlines the most significant job functions performed, but may include other similar functions or assignments not explicitly mentioned.