Senior Applications Support Specialist

Ensono

1d • $94,000 - $122,000 • Hybrid

About The Position

The Senior Application Support Specialist (L3) provides advanced, application support and serves as the escalation point for complex issues that cannot be resolved through existing knowledge bases. This role combines deep technical troubleshooting, scripting, and analytical skills to identify patterns, resolve previously undocumented issues, and continuously improve application support maturity.
The Senior Application Support ensures end-to-end reliability, resilience, and performance of critical applications. This role acts as the final technical escalation point, leads major incidents, performs deep diagnostics (especially for Java and .Net based systems), drives permanent fixes, and influences architecture, automation, and operational standards. The engineer mentors L1/L2 teams and partners closely with Development, Architecture, Platform, and Security.

Requirements

• 6–7+ years of experience in application support or a related technical support role.
• Advanced expertise in troubleshooting enterprise applications.
• Strong scripting and programming skills for analysis and automation.
• Proficiency with SQL and relational databases for investigative and diagnostic purposes.
• Strong working knowledge of Java and/or .NET application architectures.
• Experience analyzing application logs, metrics, and event data to build diagnostic patterns.
• Demonstrated ability to resolve incidents without predefined procedures or documentation.
• Strong problem-solving skills with a structured, analytical approach.
• Experience performing deep root cause analysis and contributing to long-term remediation.
• Ability to operate independently while leading resolution efforts for high-impact issues.
• Strong communication skills, including the ability to explain complex technical issues clearly to technical and non-technical stakeholders.
• Strong knowledge of application architecture, distributed systems, and middleware.
• Java expertise: JVM internals, GC, memory management, thread/heap dump analysis, performance tuning.
• Strong Unix/Linux, networking basics, and advanced scripting (Shell/Python/PowerShell/VBS).
• Advanced SQL and understanding of databases; Autosys (or equivalent scheduler).
• Hands‑on with observability tools: Splunk, AppDynamics/Dynatrace, ELK, Grafana, Prometheus.
• Major incident leadership, deep RCA, change/release readiness, DR & resilience engineering.
• Experience in regulated production environments.
• Strong technical leadership and decision‑making.
• Clear communication during high‑pressure incidents.
• Ownership mindset and business awareness.
• 7–12+ years in Application Reliability, Production Support, SRE, or platform operations.
• Bachelor’s degree in Computer Science/Engineering or equivalent.

Nice To Haves

• ITIL, cloud, or industry certifications (preferred).
• Banking/financial domain experience (preferred).

Responsibilities

• Perform all responsibilities of L1 and L2 Application Support Specialists.
• Act as the final escalation point for complex application incidents with no existing knowledge base.
• Diagnose and resolve application issues through advanced, hypothesis-driven troubleshooting.
• Develop and execute scripts to analyze application events, logs, and performance data.
• Identify patterns and correlations across incidents, application logs, and system events.
• Perform deep troubleshooting across application, database, and integration layers.
• Resolve issues involving Java and/or .NET applications, including application behavior and dependencies.
• Analyze and query databases using SQL to support troubleshooting and root cause identification.
• Perform comprehensive root cause analysis (RCA) for complex and recurring incidents.
• Create, enhance, and formalize new knowledge base articles based on resolved issues.
• Provide technical guidance and mentorship to L1 and L2 support teams.
• Collaborate with engineering, development, and architecture teams to drive permanent fixes and preventive improvements.
• Lead major incident (MI) bridges and restore service with minimum business impact.
• Handle all L3 escalations, perform deep diagnostics across Java, JVM, middleware, OS, and infra.
• Own technical RCAs, drive long‑term and systemic remediation.
• Identify recurring failure patterns and risks.
• Apply SRE principles: SLIs/SLOs, error budgets, resilience patterns.
• Tune JVM parameters, analyze thread/heap dumps, and improve performance.
• Influence application architecture for fault tolerance, scalability, and recoverability.
• Validate DR readiness, failover behavior, and resilience testing outcomes.
• Provide technical approval and risk assessment for high-risk changes.
• Enforce operational readiness for new apps and major releases.
• Ensure changes meet audit, compliance, and regulatory expectations.
• Build advanced automation using Shell/Python/PowerShell.
• Develop frameworks for health validation, automated recovery, and compliance checks.
• Define observability standards; optimize alerts and improve MTTR.
• Mentor L1/L2 teams; review and approve runbooks, SOPs, and KB articles.
• Act as a trusted technical advisor to stakeholders and leadership.

Benefits

• Unlimited Paid Days Off
• Three health plan options
• 401k with company match
• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
• Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement
• Paid childbearing and paternal leave
• Education Reimbursement, Student Loan Assistance or 529 College Funding
• Sabbatical leave
• Wellness program
• Flexible work schedule

What This Job Offers

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