Application Support Engineer

October 17

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Lumin Digital

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

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Description

• 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. • 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.

Requirements

• 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.