Application Support Engineer

Xforia Global Talent & Technology Solutions; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Xforia Global Talent & Technology Solutions is seeking an Application Support Engineer to join a global production operations team responsible for supporting external facing web applications. You will manage incidents, perform root cause analysis, and collaborate with development, infra, and platform teams to ensure 24x7 reliability.

The role requires hands-on experience with AWS, Kubernetes, and observability tools, plus automation of deployments.

Qualifications

• 3–6 years of Tier 2/3 IT support experience.
• Strong log and code analysis for issue resolution.
• Experience in application-focused support engineering or SRE.
• Excellent written and verbal communication.
• Proficiency with observability tools like OpenTelemetry, Splunk, AppDynamics, Datadog.
• Hands-on AWS and/or Kubernetes experience.
• Experience with CI/CD pipelines and deployment automation.
• Familiarity with ITIL incident management and documentation.

Responsibilities

• Provide 24/7 production support as part of a team for applications on AWS or Mulesoft APIs.
• Monitor and troubleshoot issues using observability tools like Splunk.
• Investigate and expand Splunk functionality to enable Splunk AI solutions.
• Create dashboards and capture metrics to improve visibility and performance.
• Respond proactively to system alerts and customer complaints.
• Identify where issues come from source systems or processes and provide incident-deflection recommendations.
• Manage CI/CD pipelines and deployment automation.
• Work with a global team to ensure high availability and scalability within the platform.
• Apply industry best practices to support processes.
• Participate in a planned on-call rotation.

Skills

AWS

Kubernetes

Splunk

OpenTelemetry

AppDynamics

Datadog

Python

CI/CD

Linux shell

DevOps mindset

Education

Bachelor's or Master's degree in CS/Engineering

Tools

Terraform

CloudFormation

Mulesoft

Postman

ServiceNow

Ansible

Job description

As an Application Support Engineer, you will:

Be part of a global production operations team responsible for supporting external facing web applications.

Manage incidents, perform root cause analysis, and implement preventative solutions.

Collaborate with development, infrastructure, and platform engineering teams to improve system reliability.

Work within a global team to enable 24x7 support model for internal triage, communication, and root cause analysis.

Handle deployments to AWS and Kubernetes platforms and provide platform support for customer-facing applications.

Automate deployment processes and develop infrastructure as code.

Key Responsibilities

• Provide 24/7 support as part of a team for production web applications running on AWS or Mulesoft APIs.
• Monitor and troubleshoot issues using observability tools like Splunk.
• Investigate and expand functionality in Splunk to enable Splunk AI solutions.
• Create dashboards and capture metrics to improve visibility and performance.
• Respond proactively to system alerts and customer complaints.
• Identify where issues are manifesting from source systems or processes and provide recommendations for deflecting incidents.
• Manage CI/CD pipelines and deployment automation.
• Work with the global team to ensure high availability and scalability within the platform.
• Apply industry best practices to support processes.
• Participate in a planned on-call rotation.

Qualifications

• 3–6 years of experience in Tier 2 or Tier 3 IT support roles (e.g., systems analysis, development, data/reporting).
• Strong ability to analyze logs and code to resolve Tier 2 issues.
• Experience in application-focused support engineering or SRE roles.
• Excellent written and verbal communication skills.
• Proficiency with observability tools (OpenTelemetry, Splunk, AppDynamics, Datadog).
• Hands‑on experience with AWS and/or Kubernetes.
• Experience with CI/CD pipelines and deployment automation.
• Background in DevOps and scripting (Python preferred).
• Familiarity with ITIL practices, incident management, and documentation.
• Experience with disaster recovery, business continuity, and ServiceNow dashboards.
• Comfortable working in Linux environments and shell scripting.

Preferred Qualifications

• Bachelor's or Master's degree in Computer Science, Engineering, or related field.
• Consulting experience and Agile methodology background.
• Proven ability to lead small to medium‑size teams.
• Certifications: ITIL Foundation, AWS, Azure, or GCP.
• Experience with Mulesoft, Postman, and API testing support.
• Understanding of networking concepts in cloud‑native environments (AWS/Kubernetes/OpenShift).
• Experience with infrastructure as code tools (Terraform, CloudFormation, etc.).

What We Value

• Self‑driven and autonomous work style.
• Strong communication across internal and external teams.
• Passion for operational excellence and continuous improvement.
• Commitment to compliance and industry best practices.
• Demonstrated ability to be trusted with production admin access through sound judgment and technical competence.