Senior Engineer-Applications Support

Who we are: BAL•Richardson, TX

About The Position

BAL’s Digital Products team is seeking a Senior Engineer for its Application Support team. The role provides Tier 2 technical support for web-based applications and advances Site Reliability Engineering practices. As a member of the Cobalt Support team, the engineer works with other Application Support Engineers, the Support Manager, and colleagues across customer service, development, infrastructure, operations, and product teams. The position applies technical expertise to resolve complex operational challenges, strengthen system reliability, and improve the experience of internal and external business partners, with a focus on automation, observability, and continuous improvement. The role requires strong customer service and communication skills, analytical and solution-focused thinking, collaboration across stakeholder groups, and detail-oriented problem-solving. The employee may lead or participate in technical support work and support-process improvements. This position has no supervisory responsibilities and has no work authorization or security clearance requirements. Duties may change as business needs require.

Requirements

Bachelor’s degree.
AWS certifications.
At least 5 years of experience in .NET web application development.
At least 3 years of Salesforce platform experience.
At least 3 years of production support experience.
Strong understanding of SRE principles, including reliability, scalability, resiliency, observability, automation, and operational excellence.
Experience with .NET-related technologies such as SQL, React, web services, C#, HTML, CSS, ASP.NET, JavaScript, or AngularJS.
Experience with incident management, problem management, change management, major incident management, and service improvement processes.
Knowledge of cloud platforms such as Azure and AWS, CI/CD practices, and modern DevOps methodologies.
Expertise in SQL databases and basic network configuration.
Expert-level skills with code repositories such as Azure and Git, or equivalent.
Hands-on experience with observability platforms such as AppDynamics or CloudWatch.
Familiarity with Jira, Confluence, and ServiceNow.
Experience managing escalation support teams and providing second-level or higher technical support for complex software and systems.
Demonstrated ability to deliver on support metrics and manage a support team.
Customer-first mindset and a get-it-done attitude.
Ability to lead change by building commitment and support for initiatives.
Trustworthiness, fairness, dependability, and adherence to high ethical standards.
Strong analytical and problem-solving skills.
Comfort operating with urgency and collaborating with other teams.
Proactive approach focused on continuous improvement, automation, and operational excellence.
Excellent oral and written communication skills.

Responsibilities

Oversee projects and research, develop, and design technical solutions to resolve issues.
Act as a Lead Application Support Engineer with SRE responsibilities, partnering with Application Development, Infrastructure, and Operations to improve system reliability and observability.
Lead initiatives to improve reliability, availability, scalability, and performance of business-critical applications and services.
Develop and maintain self-healing capabilities, automation workflows, and operational tooling to enhance system resilience.
Analyze system performance, capacity, and usage trends to identify risks proactively and implement preventative measures.
Provide technical support for escalated incidents and resolve complex issues that Tier 1 support cannot address.
Apply incident management, problem management, change management, root cause analysis, post-incident review, and continuous service improvement practices.
Work with the team and cross-functional colleagues to resolve customer escalations.
Plan and implement technical incident solutions from detection through resolution.
Improve early detection and prevention of, and rapid resolution for, technical issues.
Own Cause of Error (COE) analysis and documentation, from root cause through preventive actions.
Consult users or internal proxies for external users to assess needs and develop and implement strategies to improve business processes or applications.
Create knowledge-base and technical documentation for internal use.
Lead or support other technical support engineers and contribute to improvements in support processes, tooling, monitoring, and documentation.