About the Role

Our Client is looking for an experienced Senior Application Support Engineer with a passion for tackling complex challenges and uncovering effective solutions. In this role, you will act as a key escalation point for technical issues, supporting a diverse global user base and delivering impactful resolutions that enhance the overall experience.
You will proactively identify and resolve problems while recommending improvements that prioritize the end user. Collaboration is central to this position – you will work closely with customer-facing teams as well as technical groups such as QA, Development, Operations, and Security. The ideal candidate is a strong technical problem-solver who can translate complexity into clear, actionable outcomes with the customer’s needs in mind. This role offers the chance to contribute in a highly collaborative environment that values innovation and creative approaches to problem-solving.

Key Responsibilities

• Deliver in-depth technical support for a Java-based SaaS platform, focusing on Tier 2 and Tier 3 issues.
• Partner with global customer-facing teams to manage technical escalations, taking full ownership of support cases from initial troubleshooting through to resolution.
• Apply advanced SQL expertise to write complex queries, generate reports, diagnose data-related issues, and define reporting needs for internal stakeholders—moving well beyond basic log analysis.
• Drive successful outcomes by prioritizing effectively and seeing issues through from escalation to closure.
• As a senior team member, provide mentorship and technical guidance on challenging issues.
• Take on high-impact support cases that directly improve the customer experience.
• Promote a culture of continuous improvement by recommending and implementing enhancements to processes, tools, and best practices.

Work hours and coverage:

• Core hours are Monday to Friday, 9:00 a.m.–5:30 p.m. Eastern Time, with occasional out-of-hours coverage to support global users.
• Participation in a rotating federal holiday coverage schedule is required, with time-off recovery provided.
• No on-call requirement at present, though this may be introduced as the team expands.

Requirements

• 6+ years of experience supporting web applications.
• Advanced SQL skills, including query development and report creation.
• Strong background supporting Java-based applications, with the ability to analyze application logic and a solid grasp of Java, JavaScript, and core web technologies.
• Proficiency in log analysis using tools such as AWS dashboards, CloudWatch, and Elastic Monitoring, along with experience working with APIs and tools like Postman.
• Excellent problem-solving and analytical skills—curious by nature, with the ability to dig deep into issues and anticipate potential challenges before they arise.
• Strong communication skills, capable of bridging technical and non-technical conversations effectively.
• A collaborative mindset, with proven success working across teams to deliver user-focused solutions.

Nice to have:

• Hands-on ability to write and adjust Java code, with opportunities to contribute to fixes and improvements.
• JavaScript coding experience, particularly useful for debugging and resolving front-end issues.