Application Support Engineer

*This is an ON-SITE position at our Reston, VA office*

‍

The Application Support Engineer is responsible for delivering high-quality software application support to customers and partners, ensuring adherence to established service standards for quality, resolution efficiency, and customer satisfaction. The engineer independently investigates, diagnoses, and resolves complex technical issues, applying strong analytical and problem-solving skills to develop effective and innovative solutions. Working with minimal supervision, the role requires ownership of issues from initial triage through resolution, as well as clear communication with stakeholders throughout the support lifecycle.

Responsibilities:

• Troubleshoot and resolve escalated support issues, collaborating with development, QA, and operations teams when needed.

• Provide hands-on technical support during product rollouts, system upgrades, and customer deployments to ensure smooth transitions.

• Participate in release readiness activities and verify that operational, support, and monitoring requirements are met prior to launch.

• Assist in planning and executing operational transitions by developing support documentation, training materials, and runbooks. Create and maintain technical documentation, FAQs, and knowledge base articles for internal and customer use.

• Perform root cause analysis (RCA) on recurring or critical issues and drive permanent resolutions through process improvements or product enhancements.

• Work closely with Product Management and Engineering to communicate customer and field feedback, helping influence product improvements and roadmap decisions.

• Monitor system health, logs, and performance metrics post-deployment to ensure stability and proactively address potential issues.

• Act as a subject matter expert (SME) for designated product components, features, or technical domains

• Address customer inquiries and escalations to ensure a high level of customer satisfaction.

• Assist in the scheduling of team resources. Identify continuous improvement activities that will enable effective and efficient technical support to our customers. Provide after-hours coverage as needed. Lead in team training for new products or product releases and develop technical papers.

• Develop strong technical expertise in Apptium’s product suites through hands‑on installation, configuration, testing, and use of applications across multiple platforms, supported by ongoing formal and informal training.

‍

Qualifications and Skills:

• Associates or Bachelors degree in a related field, or 4+ yrs of directly related professional experience.

• Strong troubleshooting and diagnostic skills across application stacks, integrations, and underlying infrastructure components.

• Hands-on experience with logging, monitoring, and alerting tools to identify and resolve system and application issues.

• Troubleshooting expertise and an aptitude for complex technical problem solving.

• Experience working with end users and the customer to understand current and future requirements for the program to include: wireframes, mockups, and conceptual designs

• Ability to identify risks, dependencies, and opportunities across multiple projects and communicate them effectively to stakeholders.

• Strong documentation skills with the ability to clearly communicate complex technical concepts to both technical and non-technical audiences.

• Strong communication skills.

• Preferred: Experience in JIRA or equivalent ticket management system, Confluence or equivalent document management system, Logs and server monitoring.

• Preferred: 1–3 years of relevant application support experience.  

• Preferred: Hands-on experience with one or more programming or scripting languages (Java, Golang, or Python), SQL and relational databases, Linux environments, and distributed or multi-tier system architectures.

What's In It For You?

• Competitive Salary and Compensation

• Annual Bonus Based on Personal Performance

• Medical, Dental, and Vision Insurance

• 401(k) with Company Match

• Employer-Paid Life Insurance and AD&D

• 100% Employer-Paid Short-Term and Long-Term Disability Coverage

• Flexible Time Away

• Paid Holidays

• Fun Fit Fridays Promoting Employee Health and Wellness

• Collaborative Work Environment

• Employee Referral Program

‍