Senior Application Support Engineer

(Infrastructure & Reliability Focused)

• Approved office locations:
  Boston, Raleigh, Dallas, or Waterloo (Canada)

We are seeking a senior-level technical professional who thrives at the intersection of infrastructure and application support. This individual will own complex production issues end-to-end, drive root cause analysis, and partner closely with engineering to improve system reliability, performance, and operational efficiency.

This is not a purely development role it is ideal for someone who blends cloud infrastructure expertise with deep application troubleshooting capabilities and enjoys solving ambiguous, high-impact production challenges.

• Own customer-facing and internal production issues from initial report through resolution
• Perform thorough root cause analysis and document findings
• Analyze logs, monitoring dashboards, and system telemetry to diagnose problems
• Provide clear, reproducible escalation details to engineering teams when necessary

• Support cloud infrastructure, permissions, and configuration changes
• Assist in reliability initiatives to improve uptime, scalability, and performance
• Contribute to cloud architecture improvements across AWS, Azure, or GCP
• Partner with engineering to reduce recurring incidents and improve system resilience

• Work within ticketing systems to prioritize, track, and resolve issues efficiently
• Develop lightweight Python scripts and tooling to improve support workflows
• Contribute to automation efforts that reduce manual intervention
• Explore and potentially build AI-driven agents to optimize support and operational processes

• Experience with at least one major cloud platform:
  AWS, Azure, or GCP
• Background in Site Reliability Engineering (SRE), Cloud Engineering, or similar
• Strong understanding of object-oriented programming principles
• Proficiency in at least one of:
  Java, Python, or Go
• Strong SQL skills with hands-on database querying experience
• Experience analyzing application and infrastructure logs
• Familiarity with monitoring and observability tools
• Experience working within ticketing and incident management systems

• Exposure to reliability engineering principles and practices
• Experience with automation frameworks and workflow optimization
• Experience building AI-driven agents or intelligent workflow tools

• Senior-level professional with demonstrated production ownership
• Comfortable operating in ambiguous, high-pressure production environments
• Strong blend of infrastructure knowledge and application troubleshooting expertise
• Not solely a developer, experienced in operational support and reliability
• Clear, structured communicator who can translate technical issues to stakeholders
• Proactive mindset with a continuous improvement orientation