Application Support Engineer
About The Position
Leidos is hiring a TS/SCI-cleared Application Support Engineer to oversee and support a media processing workflow application for the Defense Intelligence Agency’s National Digital Exploit and OSINT Center (NDOC), under the 10-year DOMEX Technology Platform (DTP) contract. The engineer serves as a front-line technical anchor, monitoring media ingest pipelines, responding to customer support inquiries within defined Service Level Agreements (SLAs), troubleshooting Windows and Linux environments, and using database analytics to identify root causes. The position also serves as a cross-functional liaison, translating operational and client feedback into actionable data and requirements for Database Administrators, System Engineers, and the Product Owner. Most work is conducted onsite at the client location in Bethesda, Maryland, with a flexible schedule and occasional remote tasks.
Requirements
- Bachelor’s degree in Engineering, Computer Science, Systems Engineering, or a related field and 8–12 years of relevant experience, or a master’s degree and 6–10 years of relevant experience.
- Active Top Secret/SCI security clearance and ability to obtain and maintain a TS/SCI with Polygraph.
- Experience in technical support, application support, or systems administration within enterprise software.
- Competency with both Linux and Windows Server.
- Proficiency writing SQL queries to investigate application state and extract operational metrics.
- Understanding of digital media concepts, including ingest workflows, wrappers/containers, metadata XML/JSON, and transfer protocols.
- Exceptional communication skills and demonstrated ability to bridge non-technical end users and specialized engineering teams.
Nice To Haves
- Familiarity with containerized applications.
- Experience with monitoring and telemetry platforms.
Responsibilities
- Monitor the health, availability, and throughput of media ingest applications, transcoding pipelines, and digital asset management tools.
- Serve as the Tier 1 technical escalation point for external clients and internal operational stakeholders.
- Identify processing bottlenecks, failed ingest jobs, metadata corruptions, and network transfer errors before they affect client delivery.
- Triage, investigate, and resolve complex issues and customer complaints within contractual SLA response and resolution windows.
- Document incident lifecycles, root-cause analyses, and step-by-step resolution paths.
- Maintain and troubleshoot application server infrastructure running on Linux and Windows Server.
- Translate application-level latency complaints into actionable database diagnostics.
- Translate application failure patterns into server and network requirements.
- Convert recurring customer complaints into prioritized bug tickets, user stories, and feature requests.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
