EPG Support Engineer
About The Position
The EPG Support Engineer provides Tier 3 engineering support for complex application, integration, transaction-processing, and production issues across EPG payment platforms. The role investigates issues using application logs, transaction data, system diagnostics, source code, and application or configuration information; performs root cause analysis; validates suspected software defects; and coordinates their handoff to the appropriate engineering team. The engineer determines whether production issues stem from application defects, configuration, integrations, infrastructure dependencies, data quality, third-party systems, or operational processes. The position coordinates investigations across Application Support, Engineering, DevOps, Product, and partner teams, and provides technical guidance, workarounds, and mitigation recommendations for customer-impacting issues. Responsibilities also include documenting findings and incident status, participating in release validation and operational readiness, identifying recurring issues and permanent remediation opportunities, maintaining runbooks and knowledge materials, and contributing to training, automation, process improvement, application stability, and production reliability.
Requirements
- At least 3 years of experience in software engineering, application support, production support, application operations, or a closely related technical discipline.
- Demonstrated experience troubleshooting enterprise applications in distributed environments.
- Strong experience investigating application and production issues using logs, transaction data, diagnostics, configuration information, and other technical artifacts.
- Understanding of incident management, problem management, and change-management practices.
- Strong analytical and structured problem-solving capability, including the ability to isolate complex issues and determine appropriate ownership.
- Strong written communication skills for documenting technical findings, incident status, root causes, and resolution actions.
- Ability to collaborate effectively across Application Support, Engineering, DevOps, Product, infrastructure, and other cross-functional teams.
- Ability to work effectively in customer- and service-focused production environments where timely resolution and accurate communication are critical.
Nice To Haves
- Experience with code-level troubleshooting and software-defect analysis.
- Working knowledge of relational databases and SQL, including analysis of application and transactional data.
- Knowledge of APIs, web services, and system integrations in distributed enterprise environments.
- Familiarity with Java or another object-oriented programming language.
- Experience with monitoring and observability tools such as Splunk, AppDynamics, ELK, Datadog, or similar enterprise platforms.
- Familiarity with Jira and ServiceNow for incident, defect, problem, or work-item tracking.
- Working knowledge of Linux environments and related application-support activities.
- Familiarity with release-management and production-deployment processes.
- Experience supporting payment processing, financial-services, or transaction-based platforms.
- Experience contributing to runbooks, knowledge management, training, automation, and continuous-improvement initiatives.
Responsibilities
- Provide Tier 3 engineering support for complex application, integration, and production issues across EPG payment platforms.
- Investigate and troubleshoot application, integration, transaction-processing, and production-support issues.
- Perform root cause analysis using logs, transaction data, diagnostics, source code, and application or configuration information.
- Analyze and validate suspected software defects and coordinate handoff to the appropriate engineering team for remediation.
- Identify whether production issues are caused by application defects, configuration, integrations, infrastructure dependencies, data quality, third-party systems, or operational processes.
- Coordinate technical investigations across Application Support, Engineering, DevOps, Product, and partner teams to establish ownership and drive resolution.
- Provide technical guidance, temporary workarounds, mitigation strategies, and recommendations for customer-impacting and production issues.
- Document technical findings, ownership, root causes, decisions, actions, and status updates in approved tracking and incident-management systems.
- Participate in release validation and operational-readiness activities requiring application or platform expertise.
- Analyze recurring production and application issues to identify permanent remediation and service-improvement opportunities.
- Develop and maintain runbooks, knowledge articles, troubleshooting guides, and operational documentation.
- Contribute to technical training, knowledge sharing, automation, and process-improvement initiatives.
- Collaborate with engineering and operations teams to improve application stability, supportability, and production reliability.
Benefits
- Medical insurance with an employer contribution
- Dental insurance with an employer contribution
- Vision insurance with an employer contribution
- Flexible spending or health savings account
- Life and AD&D insurance
- Short- and long-term disability coverage
- Paid time off
- Employee assistance
- 401(k) program with company match
- Additional voluntary or legally required benefits
- May be eligible for incentive compensation based on individual and/or company performance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
