Senior Application Support Engineer

This post is for our client.

Roles & Responsibilities

Production Monitoring & Incident Leadership

• Oversee real-time monitoring of production systems using AWS CloudWatch, Datadog, and database logs.
• Lead incident response calls, directing triage activities and coordinating cross-team communication for production application defects.
• Quickly assess severity and business impact, ensuring timely escalation and clear stakeholder updates.
• Drive or collaborate on post-incident reviews, including root-cause analysis, documentation, and implementation of corrective actions.

Advanced Troubleshooting & Platform Expertise

• Perform in-depth investigations using database queries (PostgreSQL), log analysis, dashboards, and tracing tools.
• Identify systemic issues and collaborate with backend, frontend, and data engineering teams to design permanent fixes.
• Build tooling, scripts, and automated checks to reduce operational overhead and defects.
• Develop and maintain internal knowledge bases and troubleshooting playbooks.

Operational Excellence & Reliability Improvements

• Own production runbooks, monitoring strategies, alert thresholds, and operational best practices.
• Identify inefficiencies in support workflows and propose improvements to tooling and processes.
• Mentor junior engineers on triage processes, debugging methods, and client platform architecture.
• Ensure alignment with compliance requirements (GDPR, HIPAA equivalents for EU operations, security best practices).

AWS & Cloud Infrastructure

• Work with DevOps and engineering teams to maintain AWS infrastructure supporting client's applications.
• Contribute to performance tuning, cost optimization, and cloud resource hygiene.
• Investigate incidents involving AWS components such as EC2, RDS, S3, ECS, Lambda, CloudWatch, and networking configurations.

Deployment & Release Management

• Own or support simple deployment processes and validate deployments, perform smoke testing, and ensure rollback readiness.
• Provide feedback to improve deployment automation and contribute to increasing deployment reliability and speed.
• Provide guidance and review for changes introduced by development teams to ensure production readiness.

Qualifications

Must - Have

• 5+ years in Application Support, Production Support, SRE, DevOps Support, or a similar role.
• Strong SQL skills and experience querying relational databases at scale.
• Expertise in logs, distributed systems debugging, and incident management practices.
• Hands-on experience with AWS (CloudWatch, ECS, RDS, S3, Lambda, networking) from a monitoring purview.
• Experience with CI/CD pipelines and deployment processes.
• Ability to lead technical discussions and make decisive calls during critical incidents.

Nice-to-Have

• Experience working in healthcare, clinical research, or other regulated industries.
• Familiarity with GDPR-compliant data handling and operational security practices.
• Prior mentorship or team leadership experience.
• Exposure to data pipelines and ETL operations.

Additional notes:

• Hybrid (in office 2 days per week)
• Ability to remain in a stationary position for extended periods of time. 
• Ability to communicate information and ideas efficiently and accurately. 
• Ability to operate and stare at a computer for extended periods of time.