Senior Engineer-Applications Support

BAL•Richardson, TX

1d•$104,600 - $130,700

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 while advancing Site Reliability Engineering (SRE) practices. As a member of the Cobalt Support team, the engineer works with other Application Support Engineers, the Support Manager, and colleagues across development, infrastructure, operations, product, and support functions. The position applies technical expertise to complex operational challenges, supporting system reliability and improving the experience of internal and external business partners. It emphasizes automation, observability, and continuous improvement to help build a proactive and scalable SRE support model. The role calls for strong customer service and communication, analytical problem-solving, collaboration across stakeholder groups, and attention to detail. It has no supervisory responsibilities and no work authorization requirements.

Requirements

Bachelor’s degree.
5 or more years of experience in .NET web application development.
3 or more years of Salesforce platform experience.
3 or more 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, and AngularJS.
Experience with the Salesforce platform.
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 using code repositories such as Azure and Git, or equivalent.
Hands-on experience with observability platforms such as AppDynamics and 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 against support metrics and manage a support team.
Customer-first mindset and a get-it-done attitude.
Ability to lead change by building commitment and gaining support for initiatives.
Trustworthy leadership, with a reputation for fairness, dependability, and adherence to high ethical standards.
Strong analytical and problem-solving skills.
Ability to operate with urgency and collaborate with other teams.
Proactive mindset focused on continuous improvement, automation, and operational excellence.
Excellent oral and written communication skills.

Nice To Haves

AWS certifications.

Responsibilities

Oversee projects and conduct research, development, and design of technical solutions to resolve issues.
Act as a lead Application Support Engineer with SRE responsibilities, partnering with Application Development, Infrastructure, and Operations teams 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 cannot be addressed by Tier 1 support.
Apply incident management, problem management, change management, root cause analysis, post-incident review, and continuous service improvement practices.
Use observability and monitoring platforms, including dashboards, alerting, logs, metrics, and traces.
Resolve customer escalations in coordination with Support, Development Engineers, Product Managers, and Operations teams.
Plan and implement solutions for technical incidents from detection through resolution.
Drive continuous improvement in early detection, prevention, and rapid resolution of technical issues.
Own Cause of Error (COE) analysis and documentation, from root cause through preventive actions.
Consult directly with users or internal proxies for external users to assess needs, then develop and implement strategies to improve business processes or applications.
Create knowledge base and technical documentation for internal department use.
Serve as a leader and/or member alongside other technical support engineers and contribute to improving support processes, tooling, monitoring, and documentation.