Application Support Engineer

Lumin Digital

112d • $100,000 - $120,000

About The Position

The Application Support Engineer is responsible for managing and resolving application and infrastructure issues in customer-hosted environments. This role involves troubleshooting reported issues, collaborating with internal teams, and ensuring smooth client operations. This role will require strong problem-solving skills, exceptional communication abilities, and effectiveness in high-pressure scenarios, playing a critical role in maintaining client satisfaction and operational excellence.

Requirements

• Bachelor’s degree in Computer Science or a related field, or equivalent combination of education and experience required.
• Minimum of two (2) years of experience in an application support role required.
• Hands-on experience with incident tracking and collaboration tools such as Jira, Confluence, or similar Atlassian software.
• Experience supporting and troubleshooting hosted applications in a production environment required.

Nice To Haves

• Experience in the digital banking/financial technology (FinTech) industry preferred.
• Solid understanding of microservices architectures and unified logging solutions.
• Familiarity with log analysis tools (e.g., Splunk, ELK stack) and basic scripting skills.
• Understanding of SLAs, incident management methodologies (e.g., ITIL), and post-incident review processes.
• Demonstrated commitment to continuous learning, customer satisfaction, ownership, and integrity.
• Proven ability to manage pressure effectively, especially in high-stakes or time-sensitive situations.
• Excellent verbal and written communication skills, capable of engaging both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, emphasizing timely resolution and customer-centric outcomes.

Responsibilities

• Triage, prioritize, and resolve customer-reported issues in a timely manner.
• Follow established runbooks to efficiently resolve known issues.
• Conduct thorough troubleshooting for unfamiliar or complex issues, minimizing downtime.
• Collect diagnostic details and relevant logs, escalating advanced or complex issues appropriately.
• Provide clear, consistent, and timely updates to customers to ensure transparency and build trust.
• Collaborate closely with customers, developers, and site reliability engineers to resolve technical problems.
• Participate in a 24x7 on-call rotation, responding swiftly to urgent incidents affecting mission-critical applications.
• Perform additional duties as assigned.

Benefits

• $100,000 - $120,000 a year

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees