Application Support Engineering Associate

DTCC • Coppell, TX

15h • Hybrid

About The Position

The Application Support Engineering Associate maintains and provides technical support for applications operating in the firm's daily operations after development. The role works with development teams, infrastructure partners, and internal and external clients to escalate and resolve technical support incidents. It supports Resiliency applications and services for continuous integration, continuous delivery/deployment, and automated provisioning across AWS Cloud and on-premises platforms. The position contributes to application reliability and operational excellence through incident and problem management, root-cause analysis, proactive monitoring, documentation, and continuous improvement. It includes after-business-hours support and rotational 24x7 on-call coverage. DTCC offers a flexible hybrid model of three days onsite and two days remote.

Requirements

• Bachelor's degree preferred or equivalent experience.
• At least 4 years of related experience.
• Experience supporting and maintaining enterprise applications and services across AWS cloud and on-premises environments.
• Strong understanding of CI/CD practices and automated provisioning technologies.
• Ability to troubleshoot complex application and infrastructure issues, perform root-cause analysis, and implement sustainable remediation solutions.
• Experience leading incidents, problems, and production support activities in a mission-critical environment.
• Knowledge of monitoring, observability, and alerting tools such as Dynatrace, Splunk, CloudWatch, AppDynamics, or similar platforms.
• Familiarity with Agile methodologies, DevOps principles, and modern software development practices.
• Strong understanding of infrastructure, networking, operating systems, and cloud-based architecture.
• Experience collaborating with cross-functional teams, including software engineering, infrastructure, architecture, and business stakeholders.
• Ability to develop and maintain technical documentation, operational procedures, and knowledge-base articles.
• Excellent analytical, problem-solving, and decision-making skills, with strong attention to detail.
• Strong customer focus and ability to communicate technical concepts to technical and non-technical audiences.
• Ability to work effectively in a fast-paced, high-availability environment while managing multiple priorities.
• Commitment to operational excellence, reliability, automation, and continuous improvement.

Responsibilities

• Support and maintain Resiliency applications and services used for CI/CD capabilities and automated provisioning on AWS Cloud and on-premises platforms.
• Analyze application and service issues or failures, identify recurring themes and root causes, and implement remediation actions to improve stability and reliability.
• Lead incident and problem management in collaboration with various teams to resolve customer issues promptly and efficiently.
• Develop and contribute to knowledge-base, process, and procedure documentation.
• Implement proactive monitoring of tools, services, and infrastructure across all tiers to help reduce unplanned outages.
• Collaborate with development and infrastructure teams to improve and support software features through Agile and CI/CD processes.
• Work with subject matter experts to maintain health, monitoring, alerting, and reporting tools.
• Contribute to technical process improvements in areas such as training, Agile, and modern development practices.
• Demonstrate strong customer service, collaboration, partnership, reliability, efficiency, and execution.
• Interact effectively with customers, technical teams, and senior executives.
• Provide after-business-hours support and rotational 24x7 on-call support.

Benefits

• Competitive compensation, including base pay and annual incentive.
• Comprehensive health and life insurance and well-being benefits, based on location.
• Pension and retirement benefits.
• Paid time off, personal/family care, and other leaves of absence.
• Flexible/hybrid work model of three days onsite and two days remote.
• Investment in professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level