Job Information
Ensono Senior Applications Support Specialist in Augusta, Maine
Senior Applications Support SpecialistRemote - United StatesJR013371
At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things ! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.
We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose:
Honesty, Reliability, Curiosity, Collaboration, and Passion.
This role is primarily remote but will require time on client site in Irvine, Califorina for knowledge transfer and meetings. The ideal candidate is in driving distance to Irvine. Standard working hours are 9:00 a.m.– 6:00 p.m. Pacific Time.
About the role and what you’ll be doing:
The Senior Application Support Specialist (L3) provides advanced, application support and serves as the escalation point for complex issues that cannot be resolved through existing knowledge bases. This role combines deep technical troubleshooting, scripting, and analytical skills to identify patterns, resolve previously undocumented issues, and continuously improve application support maturity.
The Senior Application Support ensures end-to-end reliability , resilience, and performance of critical applications. This role acts as the final technical escalation point , leads major incidents, performs deep diagnostics (especially for Java and .Net based systems ), drives permanent fixes, and influences architecture, automation, and operational standards. The engineer mentors L1/L2 teams and partners closely with Development, Architecture, Platform, and Security.
We want all new Associates to succeed in their roles at Ensono. That’s why we’ve outlined the job requirements below. To be considered for this role, it’s important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.
Key Responsibilities:
Perform all responsibilities of L1 and L2 Application Support Specialists.
Act as the final escalation point for complex application incidents with no existing knowledge base.
Diagnose and resolve application issues through advanced, hypothesis-driven troubleshooting.
Develop and execute scripts to analyze application events, logs, and performance data.
Identify patterns and correlations across incidents, application logs, and system events.
Perform deep troubleshooting across application, database, and integration layers.
Resolve issues involving Java and/or .NET applications, including application behavior and dependencies.
Analyze and query databases using SQL to support troubleshooting and root cause identification.
Perform comprehensive root cause analysis (RCA) for complex and recurring incidents.
Create, enhance, and formalize new knowledge base articles based on resolved issues.
Provide technical guidance and mentorship to L1 and L2 support teams.
Collaborate with engineering, development, and architecture teams to drive permanent fixes and preventive improvements.
Incident & Problem Management
Lead major incident (MI) bridges and restore service with minimum business impact.
Handle all L3 escalations , perform deep diagnostics across Java, JVM, middleware, OS, and infra.
Own technical RCAs , drive long‑term and systemic remediation.
Identify recurring failure patterns and risks.
Reliability Engineering
Apply SRE principles : SLIs/SLOs, error budgets, resilience patterns.
Tune JVM parameters , analyze thread/heap dumps, and improve performance.
Influence application architecture for fault tolerance, scalability, and recoverability .
Validate DR readiness , failover behavior, and resilience testing outcomes.
Change, Release & Risk
Provide technical approval and risk assessment for high-risk changes.
Enforce operational readiness for new apps and major releases.
Ensure changes meet audit, compliance, and regulatory expectations .
Automation, Monitoring & Observability
Build advanced automation using Shell/Python/PowerShell .
Develop frameworks for health validation , automated recovery, and compliance checks.
Define observability standards; optimize alerts and improve MTTR .
Leadership & Mentorship
Mentor L1/L2 teams; review and approve runbooks, SOPs, and KB articles.
Act as a trusted technical advisor to stakeholders and leadership.
Qualifications:
6–7+ years of experience in application support or a related technical support role.
Advanced expertise in troubleshooting enterprise applications.
Strong scripting and programming skills for analysis and automation.
Proficiency with SQL and relational databases for investigative and diagnostic purposes.
Strong working knowledge of Java and/or .NET application architectures.
Experience analyzing application logs, metrics, and event data to build diagnostic patterns.
Demonstrated ability to resolve incidents without predefined procedures or documentation.
Strong problem-solving skills with a structured, analytical approach.
Experience performing deep root cause analysis and contributing to long-term remediation.
Ability to operate independently while leading resolution efforts for high-impact issues.
Strong communication skills, including the ability to explain complex technical issues clearly to technical and non-technical stakeholders.
Technical (Mandatory)
Strong knowledge of application architecture, distributed systems, and middleware .
Java expertise : JVM internals, GC, memory management, thread/heap dump analysis, performance tuning.
Strong Unix/Linux , networking basics, and advanced scripting ( Shell/Python/PowerShell/VBS ).
Advanced SQL and understanding of databases; Autosys (or equivalent scheduler).
Hands‑on with observability tools : Splunk, AppDynamics/Dynatrace, ELK, Grafana, Prometheus.
Reliability & Operations
Major incident leadership, deep RCA, change/release readiness, DR & resilience engineering.
Experience in regulated production environments .
Soft Skills
Strong technical leadership and decision‑making.
Clear communication during high‑pressure incidents.
Ownership mindset and business awareness.
Experience & Education
7–12+ years in Application Reliability, Production Support, SRE, or platform operations.
Bachelor’s degree in Computer Science/Engineering or equivalent.
ITIL, cloud, or industry certifications (preferred).
Banking/financial domain experience (preferred).
Working Conditions
On‑call and after‑hours support as required.
Fast‑paced environment with multiple priorities.
Hybrid working model
Why Ensono?
Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.
We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices.
Some of our benefits include:
Unlimited Paid Days Off
Three health plan options
401k with company match
Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement
Paid childbearing and paternal leave
Education Reimbursement, Student Loan Assistance or 529 College Funding
Sabbatical leave
Wellness program
Flexible work schedule
As of the date of this posting, a good faith estimate of the current pay scale for this role is $94,000 to $122,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance and an equity grant under our Associate Equity Appreciation Program.
The ideal candidate will be based in Irvine, California. Standard working hours are 9:00 a.m.–6:00 p.m. Pacific Time. Remote candidates must be willing and able to travel to the Irvine office and be on-site for meetings as required.
Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.
Pay transparency nondiscrimination statement/posting OFCCP’s pay transparency policy can be found onOFCCP’s website (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .
If you need accommodation at any point during the application or interview process, please let your recruiter know or email USTalentAcquisition@ensono.com .
JR013371