Intermediate Application / Production Support Engineer

JOB SUMMARY

Seeking an Intermediate Application / Production Support Engineer to provide comprehensive end-to-end support for critical business applications, including payment gateway systems. This role requires strong technical proficiency in SQL, Linux, Windows, and observability tools, with a working knowledge of AWS and ServiceNow. The ideal candidate will demonstrate proactive incident management, robust problem-solving capabilities, and effective collaboration with global, cross-functional teams to ensure optimal application availability and performance. The position is based in Atlanta, GA, working onsite from 7:00 AM to 3:00 PM EST. Key Responsibilities

• Provide L2/L3 production support for enterprise applications and payment systems.
• Monitor applications using observability tools to proactively identify and address performance issues.
• Troubleshoot and resolve P1/P2 incidents within established SLA timelines.
• Conduct root cause analysis (RCA) and implement preventive measures to avoid recurrence.
• Execute SQL queries for data validation, issue diagnosis, and reporting purposes.
• Utilize Linux/Windows environments for debugging and system-level support activities.
• Collaborate with development, infrastructure, and business teams to ensure effective issue resolution.
• Manage tickets and associated workflows within ServiceNow.
• Support deployment activities, releases, and change management processes.
• Participate in on-call rotations and incident bridges as required.
• Document issues, solutions, and create knowledge articles to foster continuous improvement. Required Qualifications
• 3+ years of experience in Application Support or Production Support roles.
• 3+ years of strong hands-on experience with SQL (querying, troubleshooting, data analysis).
• 3+ years of strong hands-on experience with Linux and/or Windows environments.
• 3+ years of strong hands-on experience with application monitoring/observability tools (e.g., Splunk, Dynatrace, AppDynamics).
• 3+ years of experience in incident management, RCA, and SLA-driven support environments.
• 3+ years of working knowledge of AWS cloud services.
• 3+ years of experience using ServiceNow or similar ticketing tools.
• Strong communication and stakeholder management skills.
• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience. Preferred Qualifications
• Experience in payments or banking domain.
• Basic understanding of APIs and microservices architecture.
• Exposure to CI/CD pipelines and release management.
• Scripting knowledge (Shell, Python).
• Experience working in Agile environments.