Sr. Application Support Engineer - Swing Shift

The Senior Application Support Engineer is responsible for providing hands-on technical support to ensure the stability, performance, and reliability of GIA’s Laboratory Grading System. The role focuses on proactive monitoring, incident resolution, and technical troubleshooting of enterprise applications used in laboratory operations. Working closely with the Application Support Lead, this role investigates production issues, supports system maintenance and releases, and collaborates with development, infrastructure, and database teams to restore services quickly. The position plays a critical role in maintaining operational continuity and ensuring high-quality application support for business users and laboratory stakeholders.

Essential Duties

Application Monitoring & Incident Resolution

· Monitor application health and performance using enterprise monitoring tools to detect system issues proactively.

· Respond to and resolve application support tickets and incidents within defined service level agreements.

· Perform initial incident triage, troubleshooting, and resolution for application and integration issues.

· Escalate complex technical issues to the Application Support Lead or relevant technical teams when required.

· Ensure timely communication and updates in ticketing systems for all production incidents.

Technical Troubleshooting & System Support

· Perform hands-on troubleshooting of Java-based enterprise applications, APIs, and system integrations.

· Analyze application logs, system metrics, and database queries to diagnose issues.

· Support applications running on Linux environments with Oracle or other relational databases.

· Assist with root cause analysis (RCA) investigations and provide technical input to prevent recurrence.

· Support application performance monitoring and participate in system health checks.

Release Support, Documentation & Continuous Improvement

· Assist in validating application functionality during system upgrades, releases, and maintenance activities.

· Support deployment validation and ensure systems operate correctly after changes.

· Maintain documentation of troubleshooting steps, support procedures, and knowledge articles.

· Identify recurring issues and suggest improvements to monitoring, automation, and operational processes.

· Collaborate with development and infrastructure teams to enhance application reliability.

Compentencies

• Strong analytical and problem-solving skills with the ability to troubleshoot complex application issues.
• Hands-on experience supporting Java-based enterprise applications across front-end and backend components.
• Knowledge of Oracle database environments including SQL queries and troubleshooting database-related issues.
• Working knowledge of Linux systems, application logs, and enterprise monitoring tools.
• Ability to support modern AI-enabled applications and automation-driven platforms.
• Strong collaboration skills when working with development, infrastructure, and operations teams.
• Ability to manage multiple priorities in a fast-paced production support environment.
• Strong documentation and knowledge management skills.
• Customer-focused mindset with commitment to high-quality service delivery.
  

Qualifications

Education and Experience

· Bachelor’s Degree in Computer Science, or equivalent experience in related field or equivalent experience.

· 4–6 years of experience in application support or technical operations environments.

· Experience supporting Java-based enterprise applications and APIs.

· Working knowledge of Linux operating systems and enterprise monitoring tools.

· Strong SQL skills with experience querying Oracle or other relational databases.

· Experience troubleshooting application issues across multi-tier application architectures.

Certifications preferred:

· Oracle Database or SQL-related certification

· AWS, Azure, or Google Cloud platform certification

· ITIL Foundation Certification (IT Service Management)

· DevOps, monitoring, or automation certifications (e.g., Kubernetes, Splunk, Terraform)

· AI or machine learning fundamentals certification (preferred)

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.