EPG Support Engineer

NTT DATA, Inc.; Atlanta (GA); On-site; USD 65,000 - 98,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k with match

Paid Time Off

FSA/HSA

Job summary

NTT DATA, Inc. is seeking an EPG Support Engineer in Atlanta, GA. You will provide Tier 3 engineering support for complex payment-platform issues, perform root-cause analysis, and coordinate across engineering, DevOps, and product teams to resolve incidents.

The role emphasizes documentation, knowledge sharing, and continuous improvement, with a focus on production stability and customer-facing support.

Qualifications

• Minimum 3+ years in software engineering or production support.
• Experience troubleshooting enterprise applications in distributed environments.
• Ability to analyze logs, data, and configurations to identify issues.
• Knowledge of incident, problem, and change-management practices.
• Strong written and verbal communication for incident updates.

Responsibilities

• Provide Tier 3 engineering support for complex production issues.
• Investigate and troubleshoot application, integration, and payment platforms.
• Perform RCA using logs, transactions, and configuration data.
• Coordinate with cross-functional teams to drive resolution.
• Create and maintain runbooks and knowledge articles.
• Contribute to automation and process improvements.

Skills

Tier 3 support

Root cause analysis

Cross-functional collaboration

Incident management

Problem management

Documentation

Communication

Customer focus

Tools

Jira

ServiceNow

Splunk

AppDynamics

ELK

Datadog

Linux

SQL

Job description

We are currently seeking a EPG Support Engineer to join our team in Atlanta, Georgia (US-GA), United States (US).

Job Function/ Day to Day

• Provide Tier 3 engineering support for complex application, integration, and production issues across EPG payment platforms.
• Investigate and troubleshoot complex application, integration, transaction-processing, and production-support issues.
• Perform detailed root cause analysis (RCA) using application logs, transaction data, system diagnostics, source code, and application/configuration information.
• Analyze and validate suspected software defects and coordinate handoff to the appropriate engineering team for remediation.
• Determine whether production issues are caused by:
  • Application defects
  • Configuration issues
  • System integrations
  • Infrastructure dependencies
  • Data-quality issues
  • Third-party systems
  • Operational processes
• Coordinate complex technical investigations across Application Support, Engineering, DevOps, Product, and other partner teams to establish ownership and drive timely resolution.
• Provide technical guidance, temporary workarounds, mitigation strategies, and recommendations for customer-impacting and production issues.
• Document technical findings, issue ownership, root causes, decisions, actions, and status updates in approved tracking and incident-management systems.
• Participate in release validation and operational-readiness activities where application or platform expertise is required.
• Analyze recurring production and application issues to identify opportunities for permanent remediation and service improvement.
• Develop and maintain runbooks, knowledge articles, troubleshooting guides, and operational documentation.
• Contribute to technical training, knowledge sharing, automation, and process-improvement initiatives across support and engineering teams.
• Work collaboratively with engineering and operations teams to improve application stability, supportability, and production reliability.

Required Qualifications

• 3+ years of experience in software engineering, application support, production support, application operations, or a closely related technical discipline.
• Demonstrated experience troubleshooting enterprise applications in distributed environments.
• Strong experience investigating application and production issues using logs, transaction data, diagnostics, configuration information, and other technical artifacts.
• Understanding of incident management, problem management, and change-management practices.
• Strong analytical and structured problem-solving capability, with the ability to isolate complex issues and determine appropriate ownership.
• Strong written communication skills with the ability to clearly document technical findings, incident status, root causes, and resolution actions.
• Demonstrated ability to collaborate effectively across Application Support, Engineering, DevOps, Product, infrastructure, and other cross-functional teams.
• Ability to operate effectively in customer- and service-focused production environments where timely incident resolution and accurate communication are critical.

Preferred Qualifications.

• Experience with code-level troubleshooting and software-defect analysis.
• Working knowledge of relational databases and SQL, including the ability to analyze application and transactional data during troubleshooting.
• Knowledge of APIs, web services, and system integrations used within distributed enterprise environments.
• Familiarity with Java or another object-oriented programming language.
• Experience using monitoring and observability tools such as:
  • Splunk
  • AppDynamics
  • ELK
  • Datadog
  • Similar enterprise monitoring platforms
• Familiarity with Jira and ServiceNow for incident, defect, problem, or work-item tracking.
• Working knowledge of Linux environments and related application-support activities.
• Familiarity with release-management and production-deployment processes.
• Experience supporting payment processing, financial-services, or transaction-based platforms.
• Experience contributing to runbooks, knowledge management, training, automation, and continuous-improvement initiatives.
• Technical troubleshooting and analysis
• Root cause analysis
• Production and incident support
• Cross-functional collaboration
• Incident, problem, and change management
• Defect identification and escalation
• Documentation and knowledge sharing
• Operational readiness
• Customer and service focus

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $65,200.00 to $97,800.00. This range reflects the minimum and maximum target compensation for the position across all US locations.

Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, lifeand AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits

#LI-NorthAmerica

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

Nearest Major Market: Atlanta
Job Segment: Cloud, ERP, Business Process, Technical Support, Database, Technology, Management