Application Support Engineer- L3

Job Summary

At Foundation AI, the Application Support Engineer - III is a senior individual contributor responsible for managing complex application support operations, ensuring high system reliability, and driving continuous improvement in support processes. In this role, you will take ownership of resolving critical and complex issues, lead troubleshooting efforts, and proactively enhance system performance. You will work closely with engineering, product, and business teams while mentoring junior engineers and contributing to strategic initiatives around automation, monitoring, and cost optimization.

This role is ideal for a highly experienced support professional who can operate independently, manage multiple priorities, and serve as a key escalation point for critical issues.

Responsibilities

• Complex Incident Management Resolution: Own and resolve complex, high-impact production issues. Manage multiple support tickets simultaneously, ensuring timely resolution while maintaining quality and customer satisfaction.
• Advanced Troubleshooting Root Cause Analysis: Lead troubleshooting efforts for complex application issues, perform in-depth root cause analysis, and implement long-term fixes to prevent recurrence.
• Monitoring System Reliability: Leverage monitoring and logging tools such as Airflow, ELK stack, and similar platforms to proactively identify issues, analyze system performance, and ensure high availability.
• Automation Scripting: Develop and maintain scripts (Python, SQL) to automate repetitive tasks, improve operational efficiency, and accelerate issue resolution.
• Application Configuration Maintenance: Oversee application configurations and ensure systems are optimized, stable, and aligned with evolving business requirements.
• Cloud Application Support: Provide advanced support for cloud-based applications (AWS), including troubleshooting deployments, performance issues, and infrastructure-related concerns.
• Stakeholder Customer Management: Act as a key point of contact for stakeholders and customers during critical incidents. Communicate effectively, manage expectations, and maintain strong customer relationships.
• Business Alignment: Support applications used by specific business units, ensuring alignment with their workflows, priorities, and regulatory requirements.
• Documentation Knowledge Leadership: Maintain comprehensive documentation of incidents, solutions, and best practices. Contribute to knowledge sharing and mentor junior team members.
• Compliance, Security Data Protection: Ensure applications adhere to data protection laws, industry regulations, and security best practices. Apply ethical considerations in all aspects of technology usage.
• Cost Optimization Operational Efficiency: Drive initiatives to optimize resource utilization, reduce operational costs, and improve overall efficiency of support processes.

Responsibilities may be tailored based on the candidate's experience and proficiency.

Skills and Tools

• 3+ years of experience in application support, production support, or a related field.
• Strong expertise in analyzing and resolving complex technical issues