Application Support Engineer

February 6

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Logo of Lumin Digital

Lumin Digital

Credit Unions • Digital Banking • Member Engagement • Advanced Security • Predictive Analytics

Description

•Schedule: 9 - 6 PST •The Application Support Engineer at Lumin Digital is responsible for managing and resolving application and infrastructure issues in customer-hosted environments. •This role involves troubleshooting reported issues, collaborating with internal teams, and ensuring smooth operations for Lumin Digital’s clients. •The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and the ability to thrive in high-pressure situations. •This position is crucial in maintaining client satisfaction and operational excellence. •Essential Functions, Responsibilities, Experience: •Triage and prioritize customer-reported issues, ensuring timely resolution and communication. •Follow troubleshooting runbook steps to resolve known issues efficiently. •Perform in-depth troubleshooting on unknown issues, aiming to resolve problems quickly and minimize downtime. •Collect logs and relevant details before escalating unresolved issues to higher-level support or development teams. •Provide regular status updates to Lumin Digital customers, ensuring transparency and trust. •Collaborate closely with customers, developers, and site reliability engineers to troubleshoot and resolve technical issues. •Participate in a 24x7 on-call rotation to support mission-critical applications and ensure timely responses to urgent issues. •Perform other duties as assigned. •Growth Opportunities: •30 Days: Gain familiarity with Lumin Digital’s application infrastructure, support processes, and key clients. •90 Days: Begin handling low-complexity issues independently. Participate in 24X7 on call rotation •1 Year: Take ownership of higher-level support tasks, working closely with site reliability engineers and developers to resolve complex technical issues.

Requirements

•2+ years of experience working on an application support team, main focus in Digital Banking •Strong problem-solving skills and ability to remain calm under pressure in high-stakes situations. •Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders. •Commitment to continuous self-improvement and a strong sense of customer service, ownership, and integrity. •Full stack troubleshooting skills, including experience working with enterprise applications and microservice architecture.

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