Senior Application Support Engineer

Summary

Join IDT Technology as a Senior Application Support Engineer and leverage your 5-10 years of experience in application support and technology. You will troubleshoot application and customer issues, perform root cause analysis, collaborate with various teams, and ensure swift resolution of incidents. Responsibilities include monitoring system performance, managing sensitive data, designing tools to improve efficiency, and contributing to the knowledge base. You will also participate in on-call rotations and mentor junior engineers. The ideal candidate possesses strong Linux and Windows application management skills, scripting abilities, database knowledge, and experience with various tools and technologies. IDT offers remote work options (B2B contractor or hybrid full-time in Belarus and Moldova), excellent hardware, growth opportunities, and compensation for professional training.

Requirements

• Degree in software engineering, computer science, information technology, computer engineering, or similar field
• 5-10 years experience as an application support engineer
• Previous experience in a service provider company is a must
• Strong ability to manage distributed LINUX & WINDOWS applications independently
• Ability to read and write shell scripts, read Perl / Python code
• DB knowledge and SQL skills required
• Experience configuring Apache, IIS or other Web service engines
• Experience using APM tools (eg: New Relic). Log Mining Tools (eg: Splunk)
• Experience using deployment tool (eg: Jenkins, AWS code deploy)
• Experience in DevOps domain (eg: infrastructure as code)
• Motivated, independent, self driven; go beyond daily tasks
• Must be able to multi-task; App Support is fast paced!
• Understanding of problems from user’s perspective
• Ability to document procedures in confluence
• Solid understanding of processes (eg: Agile, IDT processes)
• Willingness to share and work as a team!
• Reliable internet connection is a must!
• A working camera is a must!

Responsibilities

• Support a variety of applications and systems across a multitude of products within IDT’s SLA
• Actively participate in and lead incident calls (P1–P3), ensuring swift resolution and proper documentation post-incident
• Monitor system and application performance; investigate and resolve data issues; write and execute DMLs across diverse databases
• Participate in both manual and automated software deployments; coordinate with stakeholders for release readiness; post-release validation (UAT) and monitoring
• Manage sensitive customer and financial data with a high degree of confidentiality and accuracy (includes large $ amounts)
• Design and maintain tools, scripts, and procedures to improve team efficiency and reduce repetitive work
• Conduct root cause analysis (RCA) on application errors, escalate to development when needed, and follow through to end-to-end resolution
• Collaboration with the GNOC, development scrum teams, Quality Assurance teams, DBAs, Network Engineers, System Administrators, internal application users, and clients to improve application performance
• Ensure clear and professional communication via Slack, Jira, and email; maintain accurate records (Jira tickets, documentation, KBs, etc)
• Proactively monitor services, identify potential issues before they impact users, and implement alerts or preventive actions
• Routine tasks (Incident Calls, Change Management (CM) and BRS Jiras, Reporting)
• Contribute to and maintain internal knowledge base articles and runbooks
• Participate in on-call rotations and after-hours support as needed
• Identify opportunities to optimize infrastructure, processes, or application configurations to enhance reliability and performance
• Help onboard and mentor new team members or junior engineers
• Stay up-to-date on application and infrastructure changes, participating in relevant reviews and planning meetings

Benefits

• Remote work as b2b contractor or hybrid full-time in Belarus and Moldova
• Really good hardware
• An exciting and challenging job with talented people around
• Great learning and growth opportunities
• Compensation for professional training, seminars, and conferences
• First-class English lessons