Senior Application Support Engineer

Regional Management Corp.; Greer (SC); On-site; USD 85,000 - 115,000; Full time

Job summary

Regional Management Corp. in Greer, SC is looking for a Senior Application Support Engineer to provide advanced Level 2/3 support, lead complex incidents, and drive improvements for mission-critical business applications.

You will mentor peers, collaborate with technology and vendor teams, and help plan releases, patches, and runbooks across test and production environments to ensure service reliability.

Qualifications

• - Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
• - 5+ years supporting enterprise or production applications with advanced Level 2/3 troubleshooting.
• - Experience leading complex incident resolution and root-cause analysis.
• - Familiarity with ITSM processes (Incident, Problem, Change, Release, Configuration).
• - Strong knowledge of Microsoft development technologies (.NET, C#, VB) and SQL Server.
• - Experience with integrations, APIs, scheduled jobs, and multi-tier apps.

Responsibilities

• Escalate and own complex Level 2/3 application incidents from detection to restoration.
• Coordinate resources across business, development, infrastructure, security, and vendors.
• Lead problem management with trend analysis and permanent corrective actions.
• Coach Level 1 teams on troubleshooting, escalation practices, and customer service.
• Collaborate with cross-functional teams to resolve cross-platform issues.
• Act as SME for assigned applications, including architecture, data flows, and dependencies.
• Monitor health, availability, capacity, logs, and performance; improve alerts and dashboards.
• Plan and support releases, patches, and deployments; validate and review post-implementation impact.
• Maintain runbooks, documentation, and recovery diagrams; ensure process adherence.

Skills

Advanced troubleshooting

Incident management

Cross-team coordination

Communication

Mentoring

Troubleshooting automation

Education

Bachelor's degree in CS/IS/Engineering

Tools

Git

Bitbucket

.NET

C#

Visual Basic

Microsoft SQL Server

Job description

Take your career to the next level! In the last few years our goal has been expansion, creating growth opportunities for many of our team members. Not only are we serious about growth, but we are also serious about helping our customers during hard financial times. We take pride in providing solutions and offering a helping hand, not only to our customers but also to the communities we serve. As we continue to expand and grow into a national leader in consumer financing, we invite you to consider joining our team. If you're passionate about making a meaningful impact in people's lives and bringing a personal touch to finance, we'd love to have you on board!

Job purpose

The Senior Application Support Engineer serves as a senior technical resource for the support, reliability, performance, and continuous improvement of critical business applications. This role provides advanced Level 2 and Level 3 support, leads complex incident and problem investigations, partners with business, development, infrastructure, security, and vendor teams, and mentors other support engineers. The incumbent helps ensure application services meet availability, service-level compliance, and operational objectives.

Duties and responsibilities

Serve as the senior escalation point for complex Level 2 and Level 3 application incidents, owning investigation through restoration, root-cause identification, and documented resolution.

Assess business impact, establish priority, coordinate technical resources, and provide timely, audience-appropriate communications during major incidents.

Lead problem management for recurring issues by performing trend analysis, identifying root causes, and driving permanent corrective and preventive actions.

Partner directly with Level One Business Support teams and coach engineers on troubleshooting methods, escalation practices, and customer service.

Collaborate across application development, infrastructure, database, network, security, and vendor teams to resolve cross-platform and cross-product issues.

Act as a subject matter expert for assigned applications, including architecture, integrations, dependencies, data flows, configurations, operational risks, and business processes.

Monitor application health, availability, capacity, logs, interfaces, batch processes, and performance; improve alerts, dashboards, and operational thresholds to detect issues proactively.

Own and improve scheduled operational processes, support procedures, runbooks, knowledge articles, system diagrams, and recovery documentation.

Plan and support application releases, configuration changes, patches, upgrades, and deployments across test and production environments, including validation and post-implementation review.

Ensure adherence to established Release, Incident, Problem, Change, Configuration, Access, and Service Management processes and controls.

Review proposed solutions, technical designs, scripts, code, and deployment plans for supportability, reliability, maintainability, and operational risk.

Develop or enhance scripts, queries, utilities, and automation that reduce manual effort, improve data quality, and accelerate diagnosis and recovery.

Participate in software testing through test planning, review, analysis, execution support, defect triage, production-readiness assessment, and release certification.

Track service-level performance, support volumes, recurring defects, and operational risks; recommend and lead measurable service improvements.

Provide technical support and operational guidance to projects, ensuring new or changed services transition effectively into production support.

Participate in an on-call support rotation and coordinate after-hours response for business-critical production incidents as required.

Lead technical discussions, triage sessions, knowledge-sharing activities, and post-incident reviews; mentor less experienced team members.

Perform other duties as assigned by Leadership.

Minimum Qualifications

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and relevant experience.

Five or more years of progressive experience supporting enterprise or production applications, including advanced Level 2 or Level 3 troubleshooting.

Demonstrated experience leading complex incident resolution and performing root-cause analysis, problem management, and corrective-action follow-through.

Experience using an IT service management platform and working within structured Incident, Problem, Change, Release, and Configuration Management processes.

Strong working knowledge of Microsoft development technologies, including .NET, C#, and Visual Basic, with the ability to review and troubleshoot application code.

Advanced Microsoft SQL Server skills, including complex querying, stored procedure analysis, data validation, and performance troubleshooting.

Experience supporting integrations, APIs, scheduled jobs, services, and multi-tier applications across test and production environments.

Proficiency with application monitoring, logging, alerting, and diagnostic tools.

Proficient understanding of source control and software delivery tools such as Git and Bitbucket.

Ability to create clear technical documentation, runbooks, support procedures, incident communications, and executive-ready summaries.

Strong customer orientation and the ability to communicate effectively with technical teams, business users, vendors, and leadership.

Demonstrated ability to mentor colleagues, lead technical work, manage competing priorities, and exercise sound judgment during high-impact incidents.

Working knowledge of Microsoft 365 applications, including Outlook, Word, and Excel.

Must pass drug screen and other pre-employment screenings.

Preferred Qualifications

Graduate degree or relevant technical certifications, such as Microsoft, database, cloud, or Agile credentials.

Experience supporting applications in the consumer finance or broader financial services industry.

Experience supporting loan management systems and related business processes.

Experience with cloud-hosted applications, DevOps practices, CI/CD pipelines, scripting, or operational automation.

Experience with high availability, disaster recovery, application security controls, audit evidence, and regulated operating environments.

Experience developing service metrics, dashboards, or continuous improvement plans.

Critical Competencies

Advanced analytical, diagnostic, and problem-solving skills.

Technical leadership, mentoring, and knowledge-sharing capability.

Ownership, accountability, sound judgment, and composure during critical incidents.

Clear written and verbal communication tailored to technical and nontechnical audiences.

Strong collaboration across business, technology, security, infrastructure, and vendor teams.

Ability to adapt to a rapidly changing environment, organize work independently, and manage multiple priorities.

Continuous-improvement mindset with attention to service quality, operational risk, documentation, and sustainable solutions.

Working conditions

This position primarily works in an office environment, sitting at a desk, working on a computer.

Regional is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, national origin, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, transgender status, age, disability, genetic information, veteran status, uniform service, or any other characteristic protected by applicable law (“Protected Characteristics”). Regional’s policy of non-discrimination applies to all phases of the employment process and relationship, including, but not limited to, recruitment and selection; compensation and benefits; professional development and training; promotions and opportunities; transfers; social and recreational programs; layoff; and terminations.

Founded in 1987, Regional Finance provides services to over 500,000 customers annually and provides employment for over 2000 team members and growing. We place an emphasis on making a meaningful difference in peoples’ lives by bringing a personal touch to finances and a commitment to diversity, equity, and inclusion that creates a work environment where all employees have a sense of belonging. Team members will have the opportunity to give back to their communities through our outreach program, Regional Reach, that services many organizations throughout the year such as the American Heart Association. Regional Finance is continuously expanding with future plans to become a national brand. Whether you are looking for a job in finance, customer service or even a management role, there are many opportunities for advancement within our company. Team members have an incredible benefits package, including but not limited to a comprehensive medical, dental, and vision plan, 401k plans with a company match, and PTO and paid holidays.

At Regional Finance, we care about each other, our customers, and our communities and look for each Team Member’s strengths to meet our shared goals. We offer a variety of incredible benefits, including but not limited to a comprehensive medical, dental, and vision plan, 401(k) plans with matching company contributions, PTO and paid holidays, paid parental leave and an employee assistance program for mental health and counseling.

Notice to California Applicants

Regional Management Corp. (“Regional Management,” “we,” “our,” or “us”) respects the privacy of our employee’s personal information. Pursuant to the California Consumer Privacy Act (“CCPA”), as amended by the California Privacy Rights Act of 2020 (“CPRA”), we are required to provide California employees and job applicants with a privacy policy that contains a comprehensive description of our online and offline practices regarding our collection, use, sale, sharing, and retention of their personal information as well as a description of the rights they have regarding their personal information. This Privacy Policy provides the information the CCPA requires as well as other useful information regarding our collection and use of employees and job applicants’ personal information. If you are a job applicant who resides in the states of California, please review our California Employee Privacy Policy by clicking on the following link: California Employee Privacy Policy