Senior Application Support Engineer; L2

Position: Senior Application Support Engineer (L2)

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Productivity dies in the gap between "Customer Support reported it" and "Engineering understands it." Our Client is looking for Senior Application Support Engineer (L2) to close that gap by transforming raw support data into actionable technical intelligence.

This isn't a role for ticket-closers; it’s for technical detectives who see patterns where others see noise.

The Impact

Our Client is scaling their SaaS Fintech platform, and they need a systems thinker to serve as the high-level filter for their Engineering team.

• Strategic Triage: Own the escalation path, performing deep-dive root cause analysis before Engineering ever sees a ticket.
• Pattern Recognition: Identify "cross-cutting" issues—connecting disparate data points to uncover systemic platform themes or integration friction.
• The Bridge: Translate messy customer realities into clean, technical requirements for Product and Dev teams.
• Guardianship: Protect development capacity by ensuring only high-value, fully-vetted issues reach the sprint cycle.

The Profile

The ideal candidate possesses a rare mix of investigative curiosity and enterprise-grade technical literacy.

• Technical Fluency: 3–5 years in enterprise SaaS support with a deep understanding of APIs, authentication (SAML, OAuth), and cloud architecture.
• Analytical Rigor: You don’t just fix symptoms; you diagnose the architecture. You thrive on finding the "why" behind bank connectivity or payment processing failures.
• Systems Thinker: Ability to manage high-pressure escalations while simultaneously documenting the long-term fix.
• Bonus Points: Domain expertise in Fintech (SWIFT, ISO 20022) or treasury operations is a massive advantage.

The Logistics

Our client prioritizes high-bandwidth collaboration and local presence. To be considered, candidates must meet the following:

• Chicago-Based: Current residency in the Chicago metropolitan area is required.
• Hybrid Rhythm: A 3-day weekly in-office schedule to facilitate real-time cross-functional problem solving.
• Direct Authorization: This is a permanent, full-time role; candidates must be currently authorized to work for any employer in the U.S. (no sponsorship available).

Why Join?

Our Client occupies a critical space in the financial services ecosystem. This role offers the rare opportunity to influence the product roadmap directly. It is a high-visibility position where your ability to identify a trend can prevent a million-dollar churn. No red tape, no "scripts"—just high-level problem solving in a sophisticated technical environment.

Interested in orchestrating the technical bridge? Apply directly to Charles Herman, 📧 , with your relevant credentials. Please be sure to notate your location and specifics on how your background in technical triage fits this mission.

#Fintech #Technical Support #SaaS #Systems Thinking #Career Growth

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Software Development and Financial Services

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