Job Description:

We are seeking an experienced Application Support Engineer to provide 24x7 production-level support for our cloud-based applications. This role involves troubleshooting and resolving issues in a live production environment, ensuring high availability and stability of critical systems. The ideal candidate will have strong experience in cloud technologies, application support, incident management, and deployment processes.

Key Responsibilities:

- Production Support: Provide 24/7 support for cloud-based applications, ensuring system stability and performance in production environments.

- Incident Management: Handle incident tickets, troubleshooting issues, performing root cause analysis, and resolving issues promptly. Escalate as needed to relevant teams.

- Deployment and Maintenance: Oversee the deployment of application updates and patches. Ensure systems are regularly maintained, secure, and up-to-date.

- Cloud Technologies: Support cloud-based applications on AWS, Azure, or GCP. Monitor and manage cloud resources to maintain optimal performance.

- Collaboration with Cross-Functional Teams: Work with internal development, QA teams, and third-party vendors (if needed) to resolve production issues and deploy new features or fixes.

- Automation and Efficiency: Identify manual processes and develop automation scripts (e.g., UNIX shell scripting) to improve workflows and efficiency.

- Documentation and Knowledge Sharing: Maintain detailed documentation of troubleshooting steps, resolution methods, and best practices for future reference. Contribute to the knowledge base in Confluence or similar platforms.

- On-Call Support: Participate in the on-call support rotation to provide weekend or after-hours support for critical production systems.

Required Skills and Experience:

- Application Support: 3+ years of experience providing support for cloud-based or enterprise applications (including COTS or in-house solutions).

- Cloud Expertise: Hands-on experience with cloud platforms like AWS, Azure, or GCP.

- Incident Management: Experience with incident management processes and ticketing systems like JIRA or service desk tools.

- Troubleshooting: Strong problem-solving skills to quickly diagnose and resolve production issues.

- Scripting & Automation: Knowledge of UNIX/Linux and ability to write shell scripts for automation.

- Deployment: Experience in deploying patches, updates, and new features to production environments.

- Communication: Excellent verbal and written communication skills, with the ability to collaborate effectively with cross-functional teams.

Preferred Qualifications:

- Experience with J2EE or Java-based applications.

- Familiarity with ITIL framework and best practices for IT service management.

- Experience with customer service management systems (CSMS) or similar platforms.

Pay: $35.00 - $40.00 per hour

Expected hours: 40.0 per week

Work Location: In person