Application Support Engineer

Application Support Engineer

Are you a technical detective? Are you passionate about scalable, performant, and resilient enterprise applications? Are you passionate about incident management and root cause analysis? Are you excited to collaborate with development teams to enhance application performance and reliability? If this sounds like you, we can’t wait to meet. We’re actively seeking an Application Support Engineer to join our talented team of consultants.

What’s in it for you? As an Application Support Engineer at Encora, your role is to lead efforts and ensure the reliability, availability, and performance of applications and platforms. As an application support engineer, the role will include both oversight for production operations of systems, as well as incident management, root cause analysis, and implementing preventative measures. You will collaborate with development teams to enhance application performance and reliability. For our clients, you’ll work with a global team responsible for end-customer-facing, business-critical applications. You will partner with Infrastructure, Platform Engineering, and Development teams to identify issues and improve system reliability.

This is a 100% remote position, EST work hours. 

Your Responsibilities:

• Coaching and mentoring fellow team members
• Work with a global team to provide 24/7 support for production applications running on AWS and Mulesoft
• Use Splunk and other observability tools to monitor and troubleshoot application issues
• Capture metrics and create dashboards using Splunk and other tools
• Perform incident management, root cause analysis, and implement preventative measures
• Work with team members and clients to investigate and escalate incidents
• Responding proactively to indications of issues or complaints by customers
• Applying industry best practices throughout our processes
• Be on a rotation for on-call support that is planned and defined

Qualifications:

• 2 – 5 years of successful IT services experience in Tier 2 or Tier 3 product support of one of the following roles: business/systems analysis, technology/development, data/reporting, project management
• Possess the ability to analyze logs and code to fix Tier 2 support issues
• Experience as a Support Engineer or Site Reliability Engineer (SRE), preferably with a focus on applications instead of platforms
• Superb written and oral communication skills
• Extensive experience with observability and monitoring, especially with OpenTelemetry, Splunk, AppDynamics, and Datadog
• Experience with AWS and/or Kubernetes
• Background in DevOps practices
• Scripting experience with Python
• Experience with L1 and L2 support, incident management, ITIL, and writing documentation
• Experience with disaster recovery, business continuity planning, creating ServiceNow dashboards, Linux, and shell scripting
• Possess a “Can Do” attitude, with a view to moving the business forward.
• Self-Driven and autonomous, able to communicate internally and externally across Lilly IT.
• Demonstrated skill and passion for operational excellence and solution delivery.
• Experience in applying compliance requirements, industry best practices, and external knowledge

Preferred Qualifications:

• A Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field
• Consulting experience
• Deep background working in an Agile methodology
• Proven ability to assist in leading small to medium-sized teams
• ITIL Foundation certification
• AWS, Azure, or GCP certifications
• Experience with Mulesoft, Postman or similar for making API calls and testing
• Functional understanding of networking concepts, especially in AWS/Kubernetes/OpenShift environments