Application Support Engineer

The Application Support Engineer is responsible for managing and resolving application and infrastructure issues in customer-hosted environments. This role involves troubleshooting reported issues, collaborating with internal teams, and ensuring smooth client operations. This role will require strong problem-solving skills, exceptional communication abilities, and effectiveness in high-pressure scenarios, playing a critical role in maintaining client satisfaction and operational excellence.

Essential Functions and Responsibilities:
Triage, prioritize, and resolve customer-reported issues in a timely manner.
Follow established runbooks to efficiently resolve known issues.
Conduct thorough troubleshooting for unfamiliar or complex issues, minimizing downtime.
Collect diagnostic details and relevant logs, escalating advanced or complex issues appropriately.
Provide clear, consistent, and timely updates to customers to ensure transparency and build trust.
Collaborate closely with customers, developers, and site reliability engineers to resolve technical problems.
Participate in a 24x7 on-call rotation, responding swiftly to urgent incidents affecting mission-critical applications.
Perform additional duties as assigned.

Position Specifications

Education: 
Bachelor’s degree in Computer Science or a related field, or equivalent combination of education and experience required

Experience:
Minimum of two (2) years of experience in an application support role required
Hands-on experience with incident tracking and collaboration tools such as Jira, Confluence, or similar Atlassian software
Experience supporting and troubleshooting hosted applications in a production environment required 
Experience in the digital banking/financial technology (FinTech) industry preferred

Knowledge, Skills, & Abilities:
Solid understanding of microservices architectures and unified logging solutions.
Strong full-stack troubleshooting skills, with experience supporting enterprise-level applications in distributed/cloud environments.
Familiarity with log analysis tools (e.g., Splunk, ELK stack) and basic scripting skills.
Understanding of SLAs, incident management methodologies (e.g., ITIL), and post-incident review processes.
Demonstrated commitment to continuous learning, customer satisfaction, ownership, and integrity.
Proven ability to manage pressure effectively, especially in high-stakes or time-sensitive situations.
Excellent verbal and written communication skills, capable of engaging both technical and non-technical stakeholders.
Strong analytical and problem-solving skills, emphasizing timely resolution and customer-centric outcomes.

Travel: 
Minimal, generally 12 days or less per year, ~2X team get togethers a year

Growth Opportunities:
30 Days: Gain familiarity with Lumin Digital’s application infrastructure, support processes, and key clients. 
90 Days: Begin handling low-complexity issues independently. Participate in 24X7 on call rotation 
1 Year: Take ownership of higher-level support tasks, working closely with site reliability engineers and developers to resolve complex technical issues.