Application Support Engineer - Intermediate Level

USAA•San Antonio, TX

8d•Hybrid

About The Position

The Application Support Engineer serves as a Tier 2 (L2) technical support resource within the Association’s Production Management organization. This role is responsible for monitoring, troubleshooting, incident resolution, service restoration, and operational support for critical business applications and services across the enterprise technology landscape. Working closely with the Availability Command Center (ACC), Tier 1 Operations, Application Engineering teams, Infrastructure teams, and external vendors, this position provides technical expertise for application incidents, operational issues, and service stability initiatives. The engineer investigates and resolves application performance issues, system alerts, batch processing failures, integration problems, middleware issues, and production incidents impacting business operations. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in San Antonio, TX. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
Basic Understanding of one or more of the following: Java, Swift, Objective-C, JavaScript, Kotlin, C++, HTML, CSS, SQL, Go, and Python, Mainframe technologies including COBOL, JCL, CICS, DB2, IMS, MQ, and z/OS.
Experience with enterprise monitoring and observability tools such as Splunk, Dynatrace, Datadog, New Relic, Grafana, AppDynamics, Azure Monitor, or similar platforms.
Ability to analyze logs, traces, metrics, and application performance data to identify service degradation and outage conditions.
Familiarity with Kubernetes, OpenShift, Docker containers, and microservice-based applications.
Understanding of API-driven architectures and integration technologies.
Experience with ServiceNow, Jira, Confluence, or similar operational platforms.
Understanding of Incident, Problem, Change, Event, and Knowledge Management processes.

Nice To Haves

2+ years of experience supporting enterprise applications, infrastructure, cloud platforms, or production environments, including troubleshooting across multiple technology domains.
Experience in an Enterprise Availability Command Center (ACC), Production Operations, Site Reliability Engineering (SRE), or comparable service restoration environment, with direct involvement in high-severity incident response and recovery activities.
Strong analytical and problem-solving skills, with the ability to correlate monitoring, logging, and operational data to diagnose issues and restore critical business services.
Working knowledge of observability, automation, service resiliency, SRE principles, and operational process improvement.
Experience working within Incident Management processes and operational support procedures, with the ability to coordinate technical teams and communicate effectively during service disruptions.
Experience supporting highly regulated industries such as financial services, insurance, or healthcare; ITIL Foundation certification and Azure or AWS certifications preferred.

Responsibilities

Design, develop, test, and implement technical solutions that support business objectives.
Write, maintain, and enhance code to deliver new features, system improvements, and ongoing product enhancements.
Troubleshoot, and resolve technical issues and production incidents to ensure system reliability and performance.
Analyze systems and processes to identify opportunities for improvement and drive operational efficiency.
Define technical specifications, standards, and requirements that support scalable and sustainable applications
Follow established Software Development Lifecycle (SDLC) practices, including requirements gathering, development, testing, deployment, and maintenance.
Ensure risks associated with business activities are appropriately identified, assessed, monitored, and managed in accordance with organizational risk and compliance standards.