The Application Support Engineer is a blend of pragmatic operators and software developers that apply sound engineering principles, operational discipline, and mature automation to maintain the stability of the company’s core applications.

This position reports to the Manager of Application Support Engineering. What you’ll do:

The ASE is responsible for the timely resolution of auto-detected and customer reported issues within the core application services. Secondarily, the ASE is responsible for developing the systems and processes to improve the efficacy of issue detection and resolution.

• Document any troubleshooting and process instructions that might be of further use to the team, engineering, management, or operations. Documentation must be clear and concise; must explain the problem to solve; must denote the steps to resolve.

• Address issues generated via OpsGenie alerts, customers (via the CS team) and engineering based on established priorities and service level objectives.

• Every issue will have time tracked on a daily basis at minimum. Before resolving, each issue will be updated with a description of the problem, steps to troubleshoot, and steps to resolve. This includes links to documentation, scripts used to affect change in production and any custom steps take to resolve the issue.

• Communicate the status of each issue to operations, engineering, management and ASE team members pursuant to published service level objectives.

• Address issues and communicate progress and resolution per published service level objectives. They will participate in a 24 hour primary and secondary on-call rotation.

What you’ll bring:

• Strong verbal and written communication

• Well organized and flexible to priority and duty changes

• Maintains a high level of focus, accuracy and dependability.

• Practical knowledge about application flows

• Preferred skills:

• Strong SQL

• Linux CLI

• Knowledge of a programming language (python/PHP preferred)

• Customer Support experience

• The following skills are a bonus!

• Experience working in FinTech

• Experience working with AWS

• Experience working with Enterprise monitoring solutions

Base salary range – $65,077 – $86,769/year. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, and other job-related reasons.

$75,000 — $130,000/year