Application Support Engineer (SS&C Technologies, Inc.; Waltham, MA) Ref: 00086448

SS&C Technologies•Waltham, MA

12d•$131,082 - $150,000•Hybrid

About The Position

The Application Support Engineer will be part of the Development Team, which is an integral part of the larger, global Professional Services team. The development team is responsible for delivery, testing, maintenance, and support of Professional Services solutions in conjunction with the Professional Services Operations team and Professional Services Solutions team. The Professional Services team is responsible for the delivery of client specific solutions leveraging the Intralinks Platform and Product Suites. The solutions delivered may include client specific projects or Use Case solutions created for future sales. The Professional Services team is comprised team members of varying roles and skillsets located throughout Asia, EMEA, and North America.

Requirements

Master’s degree or foreign equivalent in Computer Science, Software Engineering, Information Technology, or related field, plus 2 years of post-Master’s experience in an application support role for web-based or SaaS platforms
2 years of experience supporting enterprise-scale SaaS applications in a regulated (e.g., financial services, healthcare, or government) or SLA-driven production environment, including working within uptime guarantees, incident SLAs, and compliance-driven change processes
Demonstrated ability to support multiple applications across different development or product teams simultaneously
Proficiency in SQL (e.g., MySQL, PostgreSQL) for investigating and validating application data
Strong understanding of REST APIs, HTTP request/response cycles, JSON, and tools such as Postman or cURL
2 years of experience with observability and logging tools such as Datadog, New Relic, Sentry, CloudWatch, or Splunk
Familiarity with cloud platforms such as AWS or Azure, particularly for diagnostics, log retrieval, and basic infrastructure awareness
Practical knowledge of CI/CD tools (GitHub Actions, GitLab, Jenkins) and change management workflows using ServiceNow, JIRA, or similar tools
2 years of hands-on experience with ITSM/ticketing platforms such as Zendesk, JIRA Service Desk, or Freshservice
Strong problem-solving skills with an investigative mindset and a detail-oriented approach to issue resolution
Excellent verbal and written communication skills with the ability to engage diverse stakeholders (technical and non-technical)
Comfortable working independently as an individual contributor, managing priorities across a dynamic workload
Collaborative mindset with experience working cross-functionally with Engineering, QA, and Product teams

Responsibilities

Providing advanced technical support to customers using our applications, addressing inquiries, troubleshooting issues, and resolving complex technical challenges promptly and effectively
Monitoring the health and performance of our applications and associated infrastructure to identify and resolve potential issues before they impact customers
Managing and prioritizing incidents, working closely with cross-functional teams to ensure timely resolution and minimize service disruptions
Collaborating with our DevOps and infrastructure teams to maintain and optimize the infrastructure supporting our applications, ensuring high availability and scalability
Creating and maintaining documentation, knowledge base articles, and support materials to empower customers with self-help resources and assist other team members
Communicating effectively with customers, providing regular updates on the status of their issues and ensuring a high level of customer satisfaction
Identifying areas for process improvement, automation, and optimization to enhance the efficiency and effectiveness of our application support operations