Application Support Engineer

Leidos•Bethesda, MD

2d•Hybrid

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 contact, monitoring media-ingest pipelines, handling customer support issues under defined service-level agreements, troubleshooting Windows and Linux environments, and using database analytics to investigate root causes. The role also connects operational and client feedback with the Database Administrators, System Engineers, and Product Owner to develop actionable diagnostics, requirements, tickets, and feature requests. Most work is performed on-site at the client location in Bethesda, Maryland. The schedule is flexible, and some tasks may occasionally be performed remotely. The position requires an active Top Secret/SCI clearance and the ability to obtain and maintain a TS/SCI with Polygraph.

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.
Demonstrated 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 in XML/JSON, and transfer protocols.
Exceptional communication skills and a 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 corruption, 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 on Linux and Windows Server operating systems.
Translate application latency complaints into actionable database diagnostics.
Translate application failure patterns into server and network requirements.
Translate recurring customer complaints into prioritized bug tickets, user stories, and feature requests.
Coordinate operational and client feedback with DBAs, System Engineers, and the Product Owner.