Senior Application Support Engineer

Responsibilities

• Serve as the primary escalation point to investigate and resolve complex issues related to business logic, data quality, configuration, and software defects within the Travel Data Platform
• Continuously monitor the performance, reliability, and health of applications and services hosted in the AWS environment, utilizing tools like CloudWatch to ensure optimal operation
• Manage, prioritize, and resolve incidents and service requests in a timely manner, maintaining clear communication with the Product Owner and development teams
• Partner with development and infrastructure teams to perform root cause analysis and implement lasting solutions for application issues
• Create and maintain essential technical documentation, including runbooks, architectural diagrams, and support guides to streamline processes
• Lead a team of three support engineers and coordinate support activities
• Track SLA compliance and provide hands-on assistance when teammates encounter complicated technical issues
• Reprocess data through Azure DevOps pipelines
• Develop a thorough understanding of the platform's project-specific and business logic

Languages