Senior Application Support Engineer

Role Overview

• Provide Level II / advanced application support for core acquiring and payment authorization platforms, acting as a senior escalation point for complex production issues
• Own end‑to‑end troubleshooting of application‑wide and merchant‑specific incidents, from detection and impact assessment through resolution and validation
• Participate in and help lead a 24x7 on‑call rotation, supporting scheduled changes, high‑severity incidents, and platform events across gateway and backend systems
• Drive incident response bridges, ensuring strong technical leadership, clear communication, and effective coordination across engineering, operations, and merchant support teams
• Leverage observability platforms (e.g., Splunk, Dynatrace) to analyze logs, metrics, and traces, identify root causes, and assess customer and transaction impact
• Actively contribute to alert tuning and signal quality, reducing noise, improving actionable alerts, and strengthening early detection of production issues
• Develop and maintain deep expertise in supported platforms, data flows, and dependencies, serving as a trusted subject matter expert for the organization
• Partner with engineering and product teams to support production readiness, change validation, and post‑incident follow‑ups
• Contribute to operational maturity initiatives, including automation, runbook improvements, and AI‑assisted operational tooling, with a mindset of continuous improvement
• Communicate complex technical concepts clearly and effectively to Merchant Representatives, Incident Managers, Product Owners, and senior technical stakeholders

Requirements

• 6+ years of experience in technical production support, application support, or site reliability–adjacent roles supporting complex, high‑availability systems
• 6+ years of hands‑on experience supporting Windows‑based application environments, with a solid understanding of full application stacks
• 6+ years of experience using observability and monitoring tools such as Splunk and/or Dynatrace, including log analysis, metric interpretation, and alert evaluation
• Proven ability to participate in a 24x7 on‑call rotation, responding effectively to incidents during nights, weekends, and holidays as required
• Bachelor’s degree in Computer Science, Engineering, or a related field, or an equivalent combination of education, professional experience, or military service
• Experience supporting payment processing, acquiring, or financial services platforms in a regulated, high‑volume environment (great to have)
• Working knowledge of networking and infrastructure concepts, including LAN/WAN, firewalls, Windows servers, SQL, and POS integrations (great to have)
• Experience supporting applications across Windows and/or Linux/AIX environments (great to have)
• Experience managing or supporting distributed, multi‑environment systems with complex dependencies (great to have)
• Exposure to or strong interest in automation, scripting, and AI‑assisted operations (great to have)

Tech Stack

• Firewalls
• Linux
• Splunk
• SQL

Benefits

• Annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards
• Equal Opportunity Employer
• Reasonable accommodation for individuals with disabilities