Senior Application Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the triage of intricate, multi-service incidents from the initial signal to identifying the root cause, ensuring a documented timeline is maintained.

• Analyze production transaction, card, and account data issues by utilizing GCP observability tools and MySQL read replicas.

• Take ownership of post-incident reviews, encompassing root causes, contributing factors, timelines, and preventive measures.

• Act as the senior technical escalation point for issues related to banking clients.

• Create and sustain alerting strategies for GCP Cloud Monitoring and observability dashboards.

• Establish and monitor SLIs/SLOs for payment authorization, settlement processing, and card management workflows.

• Collaborate with engineering to integrate new microservices with logging, structured fields, and correlation IDs.

• Design and develop internal back-office tools, investigation dashboards, CLI tools, and support functionalities.

• Create automation using Python and/or Bash, including scheduled queries, reconciliation jobs, and alert-to-ticket workflows.

• Manage the support tooling roadmap based on toil volume and incident occurrence.

• Clearly communicate with banking client operations and technical teams during incidents and integration investigations.

• Maintain logs of known issues and service status communications.

• Construct and manage runbooks, MySQL query references, known-issues catalogs, onboarding materials, and architecture documentation.

• Lead a small global support team while concurrently handling tickets with two junior analysts.

• Mentor and develop two junior application support analysts.

• Conduct daily standups and weekly incident reviews across different time zones.

• Outline ticket triage, severity, escalation, and SLA-tracking processes.

• Collaborate with engineering and product teams to enhance observability and supportability.

⛳️ Requirements

• A minimum of 8 years in application support, platform operations, or a technical operations role that includes team leadership responsibilities.

• Proficiency in MySQL, covering complex queries, execution plans, slow-query diagnosis, and index behavior.

• Practical experience with GCP, particularly with Cloud Logging and Cloud Monitoring; familiarity with Cloud Functions or Pub/Sub is ideal.

• Skills in troubleshooting microservices across 3–5 services using correlation IDs and structured logs.

• Experience in Python or Bash scripting for developing time-efficient automation tools.

• Methodical approach to incident investigation and documentation.

• Strong written communication skills for incident updates, post-incident reviews, client correspondence, and runbooks.

• Experience in creating or significantly contributing to a team knowledge base or runbook library.

• Proven experience in leading and mentoring a distributed support team.

• Familiarity with REST APIs, Grafana, Pub/Sub, Jira or similar ticketing systems, and production read replicas.

• Ability to work with regulated, SLA-bound, audit-sensitive banking clients.

• Previous experience in fintech or banking is beneficial, though not required.

• Knowledge of commercial card concepts is advantageous but can be fully trained.

• Remote candidates must reside in the United States.

• Availability for a standard shift of 8–10 hours per day, with some overlap with US hours.

🏝️ Benefits

• 100% Remote Working Option

• Structured onboarding into the product domain

• Growing runbook library to support ramp-up

• Standard shift of 8–10 hours per day, with some overlap with US hours