Senior Application Support Engineer

Regional Finance; Plano (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Regional Finance is seeking a Senior Application Support Engineer to serve as a senior technical resource for critical business applications. You will lead Level 2/3 incident investigations, partner with development, infrastructure, security, and vendor teams, and mentor other engineers to ensure availability and SLA compliance.

The role emphasizes proactive monitoring, release planning, and process adherence across ITIL-like practices, while driving continuous improvement and operational

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
• Five+ years of progressive experience supporting enterprise or production applications, including advanced Level 2/3 troubleshooting.
• Experience leading complex incident resolution and root-cause analysis, problem management, and corrective actions.
• Experience using IT service management platforms and structured Incident, Problem, Change, Release, and Configuration Management processes.
• Strong knowledge of Microsoft development technologies, including .NET, C#, and Visual Basic, with ability to review and troubleshoot application code.
• Advanced Microsoft SQL Server skills, including complex querying, stored procedure analysis, data validation, and performance troubleshooting.
• Experience with integrations, APIs, scheduled jobs, services, and multi-tier applications across test and production environments.
• Proficiency with application monitoring, logging, alerting, and diagnostic tools.
• Knowledge of source control and software delivery tools such as Git and Bitbucket.
• Ability to create clear technical documentation, runbooks, support procedures, and incident communications.

Responsibilities

• Serve as the senior escalation point for complex Level 2 and Level 3 application incidents, owning investigation through restoration and root-cause resolution.
• Assess business impact, establish priority, coordinate resources, and communicate during major incidents.
• Lead problem management for recurring issues through trend analysis and permanent corrective actions.
• Coach Level One teams on troubleshooting methods, escalation practices, and customer service.
• Collaborate with development, infrastructure, database, network, security, and vendor teams to resolve cross-platform issues.
• Act as SME for assigned applications including architecture, integrations, dependencies, and data flows.
• Monitor health, availability, capacity, logs, interfaces, and performance; improve alerts and dashboards.
• Plan and support releases, configuration changes, patches, upgrades across test and production with validation.
• Adhere to Release, Incident, Problem, Change, Configuration, Access and Service Management processes.
• Review solutions, designs, scripts, and deployment plans for reliability and maintainability.
• Develop scripts and automation to reduce manual effort and speed recovery.
• Participate in testing, defect triage, and production-readiness assessments.
• Track service levels and defects; lead service improvements.
• Provide guidance to projects for production-ready transitions.
• Participate in on-call rotation and coordinate after-hours response as needed.
• Lead post-incident reviews and knowledge sharing.

Skills

Advanced troubleshooting

Incident management

Technical leadership

Cross-functional collaboration

Mentoring

Communication

Education

Bachelor’s degree in Computer Science, Information Systems, Engineering

Tools

Microsoft .NET

C#

Visual Basic

Microsoft SQL Server

Git

Bitbucket

CI/CD pipelines

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.