Application Support Engineer

What you'll do

• Classify and document incoming application support tickets by severity, urgency, and category.
• Resolve client issues by analyzing logs, running SQL queries, and reviewing application behavior.
• Prioritize and manage tickets to maintain SLAs while escalating complex issues to internal teams.
• Serve as an escalation point for lower-level engineers to assist with ticket resolution.
• Enhance the knowledge base by documenting resolutions and creating troubleshooting procedures.
• Validate application updates and participate in deployment support to ensure release readiness.
• Participate in on-call rotations to support high-severity incidents after hours.
• Conduct root cause analysis on recurring issues to recommend permanent fixes.

What we're looking for

• 2+ years of experience in a B2B application support role.
• Associate Degree, Coding/Development Bootcamp Certification, or equivalent practical experience.
• Proficiency in SQL and log analysis.
• Knowledge of ITIL or SaaS principles.
• Experience troubleshooting application issues in distributed systems.
• Strong communication and client interaction skills.
• Experience in FinTech or banking applications (preferred).
• Familiarity with ACH file formats and processing (preferred).