Application Support Engineer

Application Support Engineer Location: Cincinnati Day 1 onsite Must Have AWS Monitoring tools (Splunk, Dynatrace, Scout) SQL Troubleshooting Java Spring Web Services, Ruby Rails Web Services, and cloud-native applications JOB DESCRIPTION GENERAL FUNCTION: The Senior Application Support Engineer is responsible for ensuring the operational stability and performance of the Newline platform. This role involves overseeing real-time payments (RTP), BIN, and ACH/Wires applications hosted on AWS. Core responsibilities include transaction monitoring, log analysis, enhancing monitoring and alerts, performing technical code-level debugging, resolving customer issues, and responding to KPIs. The engineer will act as a subject matter expert for operational concerns related to the Newline RTP system, ensuring compliance with regulations, mitigating risks, and maintaining a smooth digital banking experience. This onshore, senior-level position emphasizes hands-on Level 2 support while coordinating and mentoring a small team of support engineers. The role also includes implementing processes for monitoring, automation, and documentation to enhance support consistency and effectiveness. DUTIES AND RESPONSIBILITIES: • Lead Level 2 support efforts, ensuring rapid resolution of issues related to Java Spring and Ruby on Rails web services. • Perform root cause analysis for recurring incidents and work with engineering teams to implement long-term solutions. • Provide expertise in supporting REST APIs, cloud-native applications, and database technologies, including AWS Aurora and PostgreSQL. • Set up, maintain, and enhance monitoring, alerting, and eventing solutions using tools such as Splunk, Dynatrace, CloudWatch, and APM tools. • Act as the primary point of contact for escalations and coordinate efforts across team members. • Ensure service uptime and reliability through proactive monitoring and incident management. • Collaborate with DevOps and development teams to improve deployment processes and application resilience. • Mentor junior team members, fostering technical and operational excellence. • Document support procedures, troubleshooting guides, and resolutions for knowledge-sharing purposes. • Participate in 24x7 on-call rotation and incident response efforts. SUPERVISORY RESPONSIBILITIES: None directly, but this role will provide leadership and coordination for offshore team members. MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: • Bachelor's degree in Computer Science/Information Systems or equivalent work experience. • 8+ years of experience in application support or a related technical role. • Strong understanding of banking operations and compliance regulations • Proficiency in troubleshooting Java Spring Web Services, Ruby Rails Web Services, and cloud-native applications. • Strong knowledge of REST APIs, containerized services (Docker, ECS/Fargate), and sidecar service paradigms. • Expertise with AWS services (Aurora, MQ, Lambda, CloudTrail, CloudWatch). • Experience with monitoring tools like Splunk, Dynatrace, and Scout. • Strong SQL skills, including database support for PostgresDB. • Excellent communication skills with both technical and non-technical stakeholders. • Strong analytical and problem-solving abilities.

Created: 2026-03-04