Senior Engineer, Production Application Support

Position Overview

The Senior Production Application Support Engineer will be responsible for monitoring, triage, and support of our production software applications, and serves in a technical research and support role responsible for the analysis of business processes to determine, recommend and implement technical solutions. This position is directly responsible for research triage, and software engineering aspects of one or several organization platform(s), while working with the infrastructure and development teams to ensure >99.9% availability of our platforms. This position requires participation in the modification of software solution configuration and a broad understanding of technology implementations, software systems, networks, and troubleshooting.

This position will report to the Senior Director of Software and Quality Engineering with job duties and priorities set by the Software, Infrastructure, and Info Security Teams. 

Essential Functions

• Reporting application availability, issue trends, and KPI Management to technology leadership team.
• Collaborating with colleagues and performing successful root cause analysis for issues remediated in production with input from the applicable IT team.

• Performing analyses on software application functionality and suggesting improvements.
• Ensuring effective front end and back-end functionality of applications.
• Working with release management for managing code migration across environments to ensure continued and synchronized functionality.
• Establishing the root causes of application errors and escalating serious concerns to Senior Leadership.

• Serves as a technology authority for production application availability and triage.
• Provides support for the implementation and deployment of assigned platform technology systems through a ticketing system or other type of work intake platform.
• Analyzes performance of applications and reports impacts to production to the applicable product and system owners. 
• Participates in the production implementation of production updates that improve efficiency and help prevent production impacts.
• Develops and manages effective working relationships with other departments, groups, and personnel with whom work must be coordinated or interfaced.
• Possesses strong organizational, analytical, and troubleshooting/triage skills.
• Coordinates and works with third-party teams to make sure the software and solutions they provide are accurate and will not introduce issues to production.

The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities.  Incumbent may be required to perform other additional duties as assigned.

Minimum Qualifications

• A Bachelor's Degree in Software Engineering, Computer Science, Information Technology, Information Systems, Computer Engineering, or similar.
• 3-5+ years of related experience or equivalent combination of education and experience preferred.
• Demonstrable experience as an Application Support Engineer in a related field.
• Knowledge of front-end and back-end programming languages, such as C#, JavaScript, and Angular.
• Ability to manage code migration, document configuration changes, and monitor performance.
• Advanced proficiency in determining the causes of application errors and repairing them.
• Knowledge of Advanced Encryption Standards (AES).
• Knowledge of Azure Monitor.
• Ability to keep up with innovation in application design.
• Monitoring tools experience in platforms such as Nagios, Splunk, Graylogs, Solarwinds, AppDynamics.

Knowledge, Skills and Abilities

• Possess extensive experience in providing proactive application support in a fast-paced environment.
• Exceptional communication skills with all levels of an organization
• Strong conceptual, analytical, judgment and communication abilities.
• Thorough knowledge of current technology solutions for internet, handheld/mobile devices, personal computers, and networks.
• Ability to take initiative with rapidly changing requirements and independently iterate implementations to create working solutions.
• Very strong conceptual, analytical, judgement and communication abilities are critical.
• Experience with set up, configuration, support, developing and deploying enterprise-wide technology solutions.
• Familiar with maintaining Commerce or eProcurement platforms.
• Proactive planning, organizing and problem-solving skills.
• Uses initiative, exercise good judgement and exhibit business savvy orientation.
• Previous experience supporting and delivering business computer applications.
• Microsoft operating systems experience.
• Knowledge of current and future trending technology solutions for internet, handheld/mobile devices, personal computers, and data analysis.
• Strong interpersonal, and customer service skills.
• Knowledge of and ability to apply software support and troubleshooting methodologies.

Core Values

Step Up For Students believes strongly in two key core values, and it is the responsibility of all employees to demonstrate these values in their everyday work in order to maintain a positive and effective organizational culture.

Each and every person is a valuable asset.

Every challenge is an opportunity for improvement.

Physical Demand

This position regularly requires the abilities of sitting, fingering or manual dexterity, climbing, walking, lifting, grasping, talking, hearing, seeing and repetitive motions.

Work Environment

This position is an office environment with very limited exposure to any outside fumes, odors, heat and/or weather conditions.  This position is remote.