L2 Application Support Engineer

Title: L2 Application Support Engineer

Location: Remote

Inspection Works Archive application (called aviation-rhythm-enterprise-archive in ServiceNow) Support.
Role Expectations:
Be online for standard working hours/availability between ~8am-4pm EST. If working alternate schedule or stepping away from laptop for extended amount of time, please send a Teams message.
Respond to all meeting invites in Outlook. Accept, or if there is a conflict, propose an alternate meeting time/day. If completely unavailable, decline the meeting notice with rationale.
Promptly respond to Teams messages and emails from app owner or other internal contacts as main communication form.
Expected to follow schedule of standard operational activities for IWA, tasks due that day need to be complete by COB.
Take full ownership of tasks assigned above including communication with internal interfacing teams to complete these activities – if help is needed raise promptly to App owner (within a day)
Role Scope: Support of InspectionWorks Archive application
1. Application Support & Maintenance
Provide Tier 2/3 support for a Windows VM on prem deployed application and interacting review software deployed on manufacturing shop-floor PCs, including troubleshooting, patching, configuration management, and release deployments.
Support integrations between the primary inspection-archival application and other desktop applications on the shop floor, ensuring inspection data flows correctly across systems
Follow established change-management processes for application updates, infrastructure changes, pipeline modifications, and database schema changes; maintain current documentation of system configurations and integration points.
Along with Product Owner – collaborate with vendor team for application deployments and support
2. Infrastructure & Cloud Services
Maintain and monitor connectivity between the desktop application and its dependent on-premises application servers, on-premises database servers, and cloud-hosted services, ensuring reliable data flow across hybrid environments.
3. Monitoring & Observability
Monitor data pipeline health and throughput; identify, diagnose, and resolve failures or bottlenecks in the movement of inspection data from point of capture through transformation to final archive destinations.
Provide regular status reports covering incident volumes, pipeline throughput metrics, S3 storage utilization, open issues, and upcoming maintenance activities.
5. Incident & Problem Management
Respond to incidents affecting application availability or data flow within agreed service-level targets; perform root-cause analysis and implement corrective actions to prevent recurrence.
6. Cybersecurity & Compliance
Adhere to organizational security policies governing shop-floor systems, data-in-transit and data-at-rest encryption, access controls, and any applicable regulatory or quality-system requirements related to manufacturing inspection records.
7. Documentation & Knowledge Transfer
Maintain up-to-date runbooks, architecture diagrams, data-flow documentation, and troubleshooting guides; provide knowledge transfer to internal staff as required.