Application Support Engineer

Application Support Engineer

As an Application Support Engineer, you will be responsible for maintaining, monitoring, and servicing key Credit Union application systems. You will collaborate with various departments to determine support needs, identify opportunities to maximize operational efficiency, reduce downtime, and automate processes where possible. The role includes completing and updating the status of service tickets in a timely manner and providing moderate-level technical support, including monitoring, troubleshooting, and user support.

Technical responsibilities include analysis, system integration, and operational support.

Direct Reports:
None

• 30% – Oversee the installation and maintenance of software applications to streamline business applications supported. Duties include optimizing procedural performance and working with infrastructure to install vendor updates and development team changes.
• 25% – Contribute to ticket resolution by maintaining point of contact until request is fully resolved, and follow up with issuer after closure to ensure continued success. Apply technical skills, business knowledge, investigative techniques, and problem‑solving skills to resolve moderately complex issues in a timely, high‑quality manner.
• 15% – Open tickets with vendor to address questions, issues, or changes needed. Maintain point with vendor until ticket is closed. Communicate with business areas involved and provide regular status updates when an issue is not resolved within SLAs.
• 15% – Follow the change control process for all production changes. Review, test, and implement changes from the development team, vendors, or others. Update process flows, BCP documentation, or other documentation when changes are made to the live environment.
• 10% – Provide on‑call support during assigned rotation. Lead efforts to resolve issues and acknowledge when a production issue is picked up, communicating resolution.
• 5% – Attend training and maintain a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions.

• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

5+ years of coding experience preferably at a financial institution plus 3+ years collaborating with users to solve application technical problems, and must be proficient in two or more programming languages.

This level of knowledge is acquired through completion of a Bachelor’s degree in Computer Science, Information Systems, or related field, or completion of programming coursework at a technical school. Must have and maintain a valid driver’s license.

• Demonstrated ability to collaborate directly with various internal staff/teams to understand and resolve issues.
• Apply strong technical skills and good business knowledge.
• Demonstrate investigative techniques and problem‑solving skills to identify and resolve issues in a timely and high‑quality manner.
• Strong technical background with ability to perform and deliver under pressure.
• Ability to work with and participate in a high performing team.
• Professional level of verbal and written communication skills are essential.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Demonstrated knowledge of Credit Union regulations, products, policies, procedures, and services.
• Advanced analytical skills for a variety of tasks.
• Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.

• Courtesy and tact are essential elements of the job.
• Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
• Communications generally require shorter and not in‑depth discussions.

• Balance Stakeholders – Understands the needs of diverse stakeholders and the underlying…