Observability production Support #995957

Application Support Engineer (Associate Level)

Location: Hybrid (Coppell, TX or Tampa, FL)

Employment Type: Contract-to-Hire

Schedule: Hybrid; rotational 24x7 support (some weekend support required)

Position Overview

We are seeking an Associate-Level Application Support Engineer to provide production support for critical enterprise applications within a DevSecOps-driven environment. This role is responsible for ensuring application stability, operational resilience, and continuous improvement through proactive monitoring, incident prevention, and collaboration with development and product teams.

The ideal candidate thrives in a fast-paced environment, is comfortable working rotational shifts, and demonstrates a strong foundation in troubleshooting, monitoring tools, and Unix/Linux systems.

Key Responsibilities

Production & Incident Support

• Provide 24x7 production support for business-critical applications
• Monitor application performance and system health to ensure stability and availability
• Troubleshoot and resolve production incidents and defects
• Escalate complex issues appropriately and manage hand-offs across shifts
• Perform service account renewals, password updates, and minor system enhancements

Monitoring & Automation

• Monitor dashboards and observability tools (e.g., Dynatrace, Splunk) to detect and prevent outages
• Validate automation processes and ensure outputs meet defined thresholds
• Support automation frameworks for proactive monitoring and operational efficiency

Incident Prevention & Continuous Improvement

• Analyze recurring incidents and recommend preventative measures
• Review application designs and identify potential gaps impacting reliability
• Contribute to system improvements that enhance resilience and performance

Compliance & Risk Management

• Support audit and compliance documentation requests
• Execute Disaster Recovery procedures during planned or unplanned outages
• Align daily operational tasks with risk management and control processes

Documentation & Knowledge Management

• Maintain and enhance knowledge bases and runbooks
• Ensure documentation is current and accessible for operational continuity

Required Qualifications

• 4+ years of experience supporting complex technology applications or platforms
• Strong application troubleshooting and production support background
• Experience working in rotational 24x7 support environments
• Knowledge of monitoring tools such as Dynatrace and Splunk
• Solid experience working in Unix/Linux environments
• Hands-on exposure to Java-based applications
• Strong understanding of ITIL processes and incident management best practices

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Experience in enterprise or financial services environments
• Exposure to DevSecOps principles and automation-driven environments