Job Summary
The System Application Support Engineer is responsible for providing technical support, maintenance, monitoring, and continuous improvement for business-critical applications and associated infrastructure. This role serves as a key liaison between business users, development teams, infrastructure teams, and third-party vendors to ensure application availability, performance, and reliability.
The engineer will investigate and resolve complex application issues, support production environments, perform root cause analysis, and contribute to automation and operational excellence initiatives. Success in this role requires strong analytical skills, technical troubleshooting capabilities, and the ability to work across multiple technology domains.
This position requires effective communication, a customer-service mindset, and the ability to support critical business operations in a fast-paced environment.
Duties & Essential Responsibilities
Application Support
- Provide Level 2 and Level 3 support for enterprise applications and business systems. The applications include commercial and proprietary applications.
- Configuration of applications and monitoring application health, performance, and availability.
- Applications include data communication (MFT), Webservices, databases, monitoring, printing, shipping system, and production related proprietary applications.
- Troubleshoot and resolve production incidents, service interruptions, and application errors.
- Work closely with business users to understand issues and deliver timely resolutions.
- Installation of Applications as per the Company standards and business needs
- Upgrading and installation of application patches
- User and data management within applications with proper security permissions.
- Proper change management of applications from configuration to upgrades
- Coordinate with development, infrastructure, networking, and vendor teams to resolve complex technical problems.
- Support application deployments, upgrades, patching, and maintenance activities.
- Participate in incident management, root cause analysis, and problem management processes.
- Create and maintain operational documentation, support procedures, and knowledge base articles.
- Participate in on-call support and after-hours maintenance activities as required.
Systems & Infrastructure Support
- Support application environments hosted on Windows and Linux platforms.
- Administer and support Active Directory accounts, permissions, security groups, and service accounts.
- Work with networking teams to troubleshoot routing, DNS, firewall, VPN, and connectivity issues.
- Support certificate lifecycle management.
- Assist with backup and disaster recovery testing.
- Participate in the maintenance of windows and infrastructure changes.
- Assist with system integrations, data interfaces, and secure data exchange processes.
- Collaborate with networking teams to troubleshoot connectivity, DNS, firewall, VPN, and routing issues.
- Support certificate management and authentication services.
- Monitor application and infrastructure resources to proactively identify and resolve issues.
Operational Excellence
- Develop and implement automation solutions to improve operational efficiency.
- Analyze recurring incidents and recommend permanent corrective actions.
- Support business continuity, disaster recovery, and operational resiliency initiatives.
- Ensure adherence to organizational security, compliance, and audit requirements.
- Contribute to process improvements and service optimization efforts.
Technical Skills & Qualifications
Required Technical Skills
- Familiarity with SQL and database querying for troubleshooting, reporting, and data validation.
- Experience performing log analysis and interpretation across applications, operating systems, and integration platforms.
- Strong understanding of data communication concepts and secure data exchange methodologies.
- Working knowledge of networking fundamentals including TCP/IP, DNS, routing, firewalls, VPNs, and connectivity troubleshooting.
- Experience administering and supporting Active Directory (AD), including service accounts, permissions, and group management.
- Familiarity with enterprise monitoring and alerting tools used to monitor infrastructure, applications, and file transfer services.
- Basic scripting and automation experience using languages such as Python, Java, PowerShell, Bash, or similar technologies.
- Ability to analyze, troubleshoot, and resolve complex technical issues across multiple technology domains.
Preferred Qualifications
- Experience supporting enterprise applications in production environments.
- Experience in basic scripting, database queries, analyzing logs and monitoring tools
- Experience with IT Service Management (ITSM) tools and incident management processes.
- Knowledge of Windows Server and Linux operating systems.
- Knowledge of MFT Configuration and support practices
- Experience supporting API integrations, file transfers, or middleware platforms.
- Familiarity with cloud technologies and SaaS application support.
- Understanding security best practices, authentication methods, and access management.
Education & Experience
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.
- 3+ years of experience in Application Support, Production Support, Systems Administration, or a related technical support role.
- Demonstrated experience supporting mission-critical business applications and services.
- Experience interacting directly with business users, vendors, and technical teams.
Core Competencies
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities and deadlines.
- Customer-focused approach to support and service delivery.
- Strong documentation and organizational skills.
- Ability to work independently and collaboratively in a team environment.
- Continuous learning mindset with a focus on process improvement and automation.
Work Location Requirement
- This position requires the employee to work onsite at the designated company location. Manager discretion may be exercised regarding onsite attendance requirements, provided adequate business coverage and operational support are maintained.
The pay range for this position is $105,000-$125,000 and is eligible for an annual bonus. Benefits offered to eligible employees include, medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w/ employer match, short/long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more. $$ Giesecke+Devrient ePayments America, Inc. endeavors to make https://www.gi-de.com/en/careers/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or hr-us@gi-de.com.
Giesecke+Devrient ePayments America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity
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