Senior Application Support Engineer

Position Summary

We are seeking a Senior Application Support Engineer to provide advanced technical support for enterprise applications and production environments. This role will serve as a senior escalation point for complex application issues, lead incident and problem management activities, support software releases, and drive improvements to application reliability and operational efficiency.

The ideal candidate will have strong experience with Microsoft SQL Server, .NET/C#, Visual Basic, application monitoring, integrations, and IT service management processes, along with the ability to lead technical investigations and mentor less experienced team members.

Key Responsibilities

• Serve as the senior escalation point for complex Level 2 and Level 3 application incidents, owning investigations through restoration, root-cause identification, and documented resolution.
• Lead technical discussions, triage sessions, knowledge-sharing activities, and post-incident reviews.
• Mentor and provide technical guidance to less experienced team members.
• Participate in an on-call support rotation and coordinate after-hours response for business-critical production incidents as required.
• Provide technical support and operational guidance to projects, ensuring new or modified services transition effectively into production support.
• Monitor service-level performance, support volumes, recurring defects, and operational risks; identify and implement measurable service improvements.
• Participate in software testing, including test planning, review, analysis, execution support, defect triage, production-readiness assessments, and release certification.
• Develop and enhance scripts, SQL queries, utilities, and automation to reduce manual effort, improve data quality, and accelerate troubleshooting and recovery.
• Review technical solutions, designs, scripts, code, and deployment plans for supportability, reliability, maintainability, and operational risk.
• Follow established Incident, Problem, Change, Release, Configuration, Access, and Service Management processes and controls.
• Plan and support application releases, configuration changes, patches, upgrades, and deployments across test and production environments.
• Perform validation and post-implementation reviews following deployments and major changes.
• Maintain and improve operational procedures, runbooks, knowledge articles, system diagrams, and recovery documentation.
• Monitor application health, availability, capacity, logs, interfaces, batch processes, and performance.
• Improve monitoring alerts, dashboards, and operational thresholds to proactively identify potential issues.
• Serve as a subject matter expert for assigned applications, including architecture, integrations, dependencies, data flows, configurations, operational risks, and business processes.
• Collaborate with application development, infrastructure, database, network, security, and vendor teams to resolve cross-platform and cross-product issues.
• Partner with Level One support teams and coach engineers on troubleshooting methodologies, escalation practices, and customer service.
• Lead problem management for recurring issues through trend analysis, root-cause identification, and corrective/preventive action.
• Assess business impact, establish incident priorities, coordinate technical resources, and provide timely communications during major incidents.
• Perform other duties as assigned by leadership.

Required Qualifications

• 5+ years of progressive experience supporting enterprise or production applications, including advanced Level 2 or Level 3 troubleshooting.
• Advanced Microsoft SQL Server skills, including complex queries, stored procedure analysis, data validation, and performance troubleshooting.
• Strong working knowledge of Microsoft .NET, C#, and Visual Basic, with the ability to review and troubleshoot application code.
• Experience supporting application integrations, APIs, scheduled jobs, services, and multi-tier applications across test and production environments.
• Proficiency with application monitoring, logging, alerting, and diagnostic tools.
• Experience with source control and software delivery tools such as Git and Bitbucket.
• Experience working with an IT service management platform and structured Incident, Problem, Change, Release, and Configuration Management processes.
• Demonstrated experience leading complex incident resolution, root-cause analysis, problem management, and corrective-action initiatives.
• Strong ability to mentor colleagues, lead technical initiatives, manage competing priorities, and exercise sound judgment during high-impact incidents.
• Excellent communication skills with the ability to work effectively with technical teams, business users, vendors, and leadership.
• Ability to create clear technical documentation, runbooks, support procedures, incident communications, and executive-ready summaries.
• Working knowledge of Microsoft 365 applications, including Outlook, Word, and Excel.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and relevant experience.

Preferred Qualifications

• Experience developing service metrics, dashboards, and continuous improvement plans.
• Experience with high availability and disaster recovery environments.
• Knowledge of application security controls and audit requirements.
• Experience supporting regulated or highly controlled technology environments.
• Experience with cloud-hosted applications and cloud infrastructure.
• Experience with DevOps practices, CI/CD pipelines, scripting, or operational automation.
• Experience with application performance monitoring and observability tools.
• Experience with database administration, optimization, or advanced SQL development.
• Relevant technical certifications, including Microsoft, database, cloud, IT service management, or Agile certifications.
• Graduate degree in Computer Science, Information Systems, Engineering, or a related field.

Core Competencies

• Advanced troubleshooting and problem solving
• Incident and problem management
• Application support and production operations
• SQL Server and database troubleshooting
• Application code analysis
• Technical leadership and mentoring
• Root-cause analysis
• Automation and process improvement
• Release and deployment support
• Cross-functional collaboration
• Technical documentation
• Customer and stakeholder communication
• Operational reliability and continuous improvement