Our Technology Solutions Group is hiring an Application Support Engineer - Internal Applications & Platforms.
We are looking for a technically capable problem solver to provide day-to-day ownership, support, administration, and continuous improvement for internal applications and platforms. This person will investigate issues, work directly with users and technical teams, maintain operational knowledge, automate repetitive work, and help ensure supported systems remain reliable and usable.
This role is intentionally broad enough to support multiple internal systems over time. We are not looking for someone who is already an expert in every technology we use. The right person has a solid technical foundation, is comfortable learning unfamiliar systems, and can become increasingly self-sufficient as they gain knowledge of our applications and environment.
Responsibilities
- Provide day-to-day technical ownership and support for assigned internal applications and platforms.
- Receive, investigate, resolve, and follow through on application support requests and operational issues.
- Perform application administration, configuration, user and access management, data corrections, and routine operational tasks.
- Troubleshoot application behavior using logs, databases, monitoring tools, APIs, cloud consoles, and other technical resources.
- Write and execute SQL queries to investigate application and data issues, validate results, and support issue resolution.
- Investigate issues across application, database, integration, and cloud layers and determine when additional engineering, infrastructure, security, data, or architecture expertise is required.
- Coordinate with users, engineers, architects, infrastructure teams, vendors, and other technical resources to resolve issues that cross system boundaries.
- Identify repetitive manual work and create or improve scripts, administrative tools, dashboards, monitoring, documentation, or workflows that reduce operational effort.
- Make small configuration, scripting, automation, or application changes when appropriate; partner with software engineering teams when deeper development work is required.
- Create and maintain runbooks, troubleshooting guides, system documentation, and operational procedures, so knowledge is not concentrated with a single person.
- Support access reviews, audits, application lifecycle activities, upgrades, migrations, and other operational or compliance needs for assigned systems.
- Learn additional internal applications and platforms over time as organizational needs change and existing systems are introduced, modernized, replaced, or retired.
Role Scope
The primary focus of this role is technical application support and operations rather than full-time feature development. The Application Support Engineer will be expected to independently resolve routine and moderately complex issues, perform meaningful technical investigation before escalating, and steadily expand the set of systems they can support.
Supported systems may include internal email and messaging platforms, administrative applications, internal APIs and integration utilities, data and analytics administration tools, Databricks administrative capabilities, AWS-hosted applications, and other internal systems assigned to the team.
More complex software engineering, infrastructure, security, data, and architectural work will continue to be handled in partnership with the appropriate subject-matter experts. The goal of this role is not to replace those specialties, but to provide strong first-line technical ownership, so senior technical resources are engaged when their expertise is needed.
What We Are Looking For
A strong technical foundation
- Experience in application support, software engineering, systems engineering, DevOps, cloud operations, production support, application administration, or related technical discipline.
- Strong troubleshooting and analytical problem-solving skills, including the ability to work through unfamiliar technical problems methodically.
- Experience working with relational databases and SQL.
- Ability to read and interpret application logs, error messages, system events, and technical documentation.
- Understanding of common application and web concepts such as HTTP, APIs, authentication, databases, application configuration, and service dependencies.
- Familiarity with scripting or programming concepts and the ability to automate repeatable technical or administrative work.
Application support and ownership
- Comfort working directly with users to understand a problem, investigate it technically, communicate progress, and follow the issue through resolution.
- Ability to distinguish between a routine operational issue and a problem that requires deeper engineering or architectural involvement.
- A mindset of ownership: investigate before escalating, document what was learned, and look for ways to prevent recurring issues.
- Ability and willingness to learn specialized or internally developed applications that may not have direct equivalents outside BI WORLDWIDE.
Continuous improvement
- Looks for opportunities to eliminate repetitive manual work through automation, better tooling, monitoring, documentation, or process improvements.
- Able to make practical improvements without over-engineering the solution.
- Interested in improving supportability and reducing dependence on tribal knowledge or a single subject-matter expert.
Communication and collaboration
- Able to communicate clearly with both technical and non-technical users.
- Able to document technical procedures and troubleshooting steps in a way others can follow.
- Comfortable collaborating across software engineering, infrastructure, data, security, architecture, and business teams.
Preferred Experience
Experience with one or more of the following is beneficial, but experience across all areas is not required:
- AWS or another major cloud platform.
- Linux and command-line tools.
- Java, JavaScript/TypeScript, Python, PowerShell, Bash, or another scripting/programming language.
- REST APIs, integrations, webhooks, and common authentication patterns.
- Application monitoring, observability, and incident troubleshooting tools.
- CI/CD pipelines, source control, infrastructure-as-code, or containerized applications.
- Databricks or other data and analytics platforms.
- Enterprise email, SMS, messaging, or communication platforms.
Base Salary Range: $95,000.00 to $115,000.00. The final salary and offer will be determined by the applicant's background, experience, and skills.
More details about our company benefits can be found at the following link: