Senior Application Support Engineer – AI & Incident Lead

Perseus Group; United States; Remote; USD 77,000 - 94,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short/long-term disability

401(k) with company match

Vacation days

Job summary

Perseus Group is seeking a senior Application Support Specialist III to provide advanced technical expertise for Dark Matter applications and related technologies. You will lead complex investigations, coordinate incident response, perform root-cause analysis, and implement preventive actions while guiding less experienced staff.

Responsibilities include Tier 3 support, API/integration analysis, and ensuring data quality and security.

Qualifications

• Seven+ years of progressive experience supporting enterprise software applications, including production support and client-facing issue resolution.
• Experience supporting Empower Loan Origination System (LOS) in production, including issue resolution and coordination with stakeholders.
• Advanced troubleshooting and root cause analysis across SaaS, web-based, multi-tier environments.
• Hands-on SQL Server experience with querying for investigation and data validation.
• Knowledge of object-oriented programming and .NET/C# with ability to review code.

Responsibilities

• Provide advanced Tier 3 application support to clients and internal users within SLAs and severity guidelines.
• Serve as technical escalation point for critical incidents and coordinate responders.
• Lead root cause analysis and partner with Product/Engineering/Infrastructure to implement corrective actions.
• Use SQL to investigate incidents, reconcile data, and support troubleshooting while following privacy and security requirements.
• Review logs and code paths; debug with .NET/C# and collaborate with development teams.
• Monitor health and performance; support deployments, releases, upgrades, and change management.
• Document troubleshooting guides, runbooks, and known-errors; identify automation opportunities.

Skills

Client focus

Technical problem solving

Business acumen

Incident leadership

Ownership and execution

Communication

Collaboration and mentoring

Adaptability and learning agility

Quality and judgment

Continuous improvement

Tools

SQL Server

.NET/C#

APIs

Microsoft 365

Job description

Perseus Group is seeking a senior Application Support Specialist III to provide advanced technical expertise for Dark Matter applications and related technologies. You will lead complex investigations, coordinate incident response, perform root-cause analysis, and implement preventive actions while guiding less experienced staff.

Responsibilities include Tier 3 support, API/integration analysis, and ensuring data quality and security.