On-Site Application Support Engineer — Drive Deployments

Apptium Technologies

Reston, Northern (VA, KY)

Hybrid

USD 70,000 - 95,000

Full time

11 days ago

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Benefits offered by this job

Competitive Salary and Compensation

Annual Bonus Based On Personal Perfom

Medical, Dental, and Vision Insurance

401(k) with Company Match

Employer‑Paid Life Insurance and AD&D

100% Employer‑Paid Short‑Term and Long

Disability Coverage

Flexible Time Away

Paid Holidays

Wellness Fridays

Collaborative Work Environment

Employee Referral Program

Job summary

Apptium Technologies in Reston, VA is seeking an Application Support Engineer to deliver high-quality software support to customers and partners. This on-site role requires ownership from triage to resolution and clear stakeholder communication throughout the lifecycle.

You will troubleshoot escalated issues, support product rollouts, create runbooks and knowledge base articles, and collaborate with Product Management and Engineering to drive improvements. On-site presence is required.

Qualifications

Associates or Bachelors degree in a related field, or 4+ yrs of directly related professional experience.
Strong troubleshooting and diagnostic skills across application stacks, integrations, and underlying infrastructure components.
Hands-on experience with logging, monitoring, and alerting tools to identify and resolve system and application issues.
Troubleshooting expertise and an aptitude for complex technical problem solving.
Experience working with end users and the customer to understand current and future requirements for the program to include: wireframes, mockups, and conceptual designs
Ability to identify risks, dependencies, and opportunities across multiple projects and communicate them effectively to stakeholders.
Strong documentation skills with the ability to clearly communicate complex technical concepts to both technical and non-technical audiences.
Preferred: Experience in JIRA or equivalent ticket management system, Confluence or equivalent document management system, Logs and server monitoring.
Preferred: 1–3 years of relevant application support experience.
Preferred: Hands-on experience with one or more programming or scripting languages (Java, Golang, or Python), SQL and relational databases, Linux environments, and distributed or multi-tier system architectures.

Responsibilities

Troubleshoot and resolve escalated support issues, collaborating with development, QA, and operations teams when needed.
Provide hands‑on technical support during product rollouts, system upgrades, and customer deployments to ensure smooth transitions.
Participate in release readiness activities and verify that operational, support, and monitoring requirements are met prior to launch.
Assist in planning and executing operational transitions by developing support documentation, training materials, and runbooks. Create and maintain technical documentation, FAQs, and knowledge base articles for internal and customer use.
Perform root cause analysis (RCA) on recurring or critical issues and drive permanent resolutions through process improvements or product enhancements.
Work closely with Product Management and Engineering to communicate customer and field feedback, helping influence product improvements and roadmap decisions.
Monitor system health, logs, and performance metrics post-deployment to ensure stability and proactively address potential issues.
Act as a subject matter expert (SME) for designated product components, features, or technical domains
Address customer inquiries and escalations to ensure a high level of customer satisfaction.
Assist in the scheduling of team resources. Identify continuous improvement activities that will enable effective and efficient technical support to our customers. Provide after‑hours coverage as needed. Lead in team training for new products or product releases and develop technical papers.
Develop strong technical expertise in Apptium’s product suites through hands‑on installation, configuration, testing, and use of applications across multiple platforms, supported by ongoing formal and informal training.