What are the responsibilities and job description for the Application Support Engineer IV position at w3r Consulting?
JOB TITLE : Application Support Engineer IV
JOB DESCRIPTION
Senior Application Support Engineer (Onshore)
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.
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