Contract Application Support Engineer II

Volkswagen AG

21h

About The Position

Electrify America is seeking a highly motivated and technically strong Contract Application Support Engineer II to support and enhance our production systems. This role is responsible for owning critical incidents, performing deep technical investigations, collaborating with Engineering on fixes and deployments, and driving operational excellence through automation and monitoring improvements. The ideal candidate thrives in a fast-paced production environment and has strong debugging, analytical, and problem-solving skills. In this role, you will perform root cause analysis, troubleshooting, documentation and support our internal and external customers and be the front line for our internal and external customers for issues and requests, make any system configuration updates, also automate repetitive operational tasks and build some internal tools and applications. The Contract Application Support Engineer II will report to the Application Support Manager and will work closely with Engineering, DevOps, QA and external and internal partners to debug APIs, backend services, databases and third-party integrations. A successful candidate needs experience working in a 24/7 support operation and familiarity with industry best practices/standards, and must be able to understand complex systems.

Requirements

5+ years of experience in an Engineering Support/ Development role
Bachelor’s degree in Computer Science or a related field.
Technical certification in Systems Analysis, Database Administration, Infrastructure, and Network Skills is desired.
Technology savvy – skilled in software and systems implementation
Analytical and conceptual thinking – using logic and reason, creative and strategic
Integration – joining people, processes, and systems
Communication skills – Excellent verbal and written communication skills, interpersonal, and presenting skills
Results-oriented / Tenacious achievers
Customer-focused and phone etiquette with customers
Challenger mindset with curiosity to bring new ways to approach our business and the ability to adapt to new technologies and learn quickly
Problem solving - Target-oriented, driven work style with analytic problem-solving skills
Understanding of prioritization of tickets and sense of urgency for Critical items
Ability to work cross teams
Ability to monitor application performance, system availability
Strong experience with scripting languages such as Python and JavaScript, including writing and understanding code from other programmers
Ability to find bugs in the system and implement workarounds
Experience working with cross-functional teams of Developers, quality assurance, and engineers
Working experience interfacing with APIs and infrastructure
Strong Experience with API debugging and backend troubleshooting
Basic cloud Infrastructure and Network knowledge
Ability to perform system analysis and root cause analysis
Experience writing Knowledge documentation
Strong Experience in log analysis and monitoring tools
Experience with CI/CD and deployment process
Working knowledge of Confluence and JIRA tools
Basic database knowledge of SQL or MongoDB to successfully execute scripts

Nice To Haves

Knowledge of technology best practices and standards
Working experience in large-scale service architectures and application stacks
Experience in third-party system integration
Experience working in an Agile/Scrum environment
Experience with ETL tools

Responsibilities

Own and manage Sev 1 and Sev 2 incidents from identification through resolution
Lead troubleshooting efforts for complex production issues across APIs, backend services, databases and integrations
Debug REST APIs, backend services, system integrations, and data issues.
Maintain and update system configurations as required
Maintain system knowledge and on all new features, bugs and enhancements to support the business with any Production issues
Perform technical root-cause analysis and provide proper documentation for the Development team to resolve
Execute and monitor daily jobs, scripts when required
Resolve issues per Documentation or via workarounds or configuration updates
Follow the SLA, escalation and notification process
Keep the knowledge flowing in the team by sharing new findings and creating documentations and holding knowledge transfer sessions
Post analysis, write technical requirements for bugs reported by end-users or Partners
Partner with Engineering teams on hotfixes, patches, and emergency deployments.
Enhance monitoring
Participate in on-call rotation as required
Support OEM and third-party integrations
Automate repetitive support and operational tasks.
Build small applications, scripts, or tools to improve efficiency and reduce manual effort.
Train end users and partners of new features
Continuously recommend and implement process improvements
Develop Support and troubleshoot with other enterprise integration