Applications Engineer

Overview

The Application Support Engineer will report to the Application Support Engineering Group Manager and will be responsible for monitoring and maintaining the efficiency of all proprietary and 3rd party software applications. 

Position will be hybrid (office/remote based) at any ViaPath office.  Position open to remote opportunity if not local to a ViaPath office.

Responsibilities

• The Application Support Engineer is responsible for the improvement, configuration and support of application software necessary for operational business.
• Install, maintain, and support multiple Windows and Linux-based applications on physical and cloud platforms.
• Monitor production environment, tuning application servers to optimize performance.
• Problem determination, workaround identification, root cause analysis, incident management.
• Troubleshoot, both proactively and reactively, by looking into server outages and errors, working on and logging incident reports.
• Manage Windows and related systems (PostgreSQL, MySQL, Tomcat, MSSQL, Oracle, MariaDB, Elastic Search, Open JDK, Kubernetes, Docker etc.)
• Triage and resolve support tickets related to application functionality, performance and system availability.
• Quickly identify problems and escalate to the relevant parties within the organization.
• Maintain a secure computing environment, including adherence to backup schedules, patching & updates, and regular security scanning and remediation.
• Provide exceptional quality of service to our customers and adhering strictly to our SLAs for response and restoration times.
• Ensure that solution and application support documentation is maintained to the highest quality and accuracy, which includes creating & maintaining knowledge articles.
• After hours and weekend work is sometimes required and participation in a 24 x 7 on call rotation

Qualifications

• Bachelors degree preferred; equivalent years of experience in lieu of will be considered
• Minimum of 2 years of experience in managing and operating live production environments.
• Strong Windows OS knowledge and experience.
• Good knowledge of scripting languages.
• Good knowledge of SQL query scripting.
• Experience in troubleshooting of installation, migration and performance issues of Windows required; experience with Windows and Linux based applications preferred.
• Outstanding verbal and written communication skills with ability to convey technical language to diverse audiences.
• Understanding of PCI, Encryption and Security requirements/standards.

Nice to Have

• Knowledge of scripting languages like Ansible, Docker, etc.
• Experience in stabilizing and improving JVM performance by tuning the Heap Size, Garbage Collection policy, and connection pools, etc.
• Experience / knowledge of database administration for the Applications.
• Experience in IT service management; preferably trained or certified in ITIL or frameworks alike.

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government.  ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.  ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.