Role Description

We are seeking a highly skilled Software Application Support Engineer to support enterprise applications for the U.S. Department of Veterans Affairs. In this role, you will provide operational and technical support for mission-critical applications that enable essential services for Veterans, clinicians, and VA staff.

Responsibilities

• Application Support & Incident Management:
  • Provide Tier 2 and Tier 3 technical support for enterprise applications, diagnosing and resolving application issues while ensuring minimal service disruption.
• System Monitoring & Performance Management:
  • Monitor application performance, logs, and system metrics to proactively identify issues and implement solutions that maintain high system availability and reliability.
• Troubleshooting & Root Cause Analysis:
  • Investigate application errors, performance issues, and integration failures to identify root causes and implement corrective actions.
• Production Support Operations:
  • Support production environments by managing application deployments, configuration updates, and operational maintenance activities.
• Collaboration with Development Teams:
  • Work closely with developers, architects, and DevSecOps teams to troubleshoot defects, validate fixes, and ensure smooth deployment of application updates.
• Incident & Problem Management Processes:
  • Participate in incident response activities and support problem management processes to prevent recurring issues and improve system stability.
• Documentation & Knowledge Management:
  • Maintain technical documentation including troubleshooting guides, support procedures, system configurations, and knowledge base articles.
• Change & Release Support:
  • Assist with application releases and changes, ensuring proper testing, validation, and coordination across environments.
• Security & Compliance Support:
  • Ensure application support activities align with federal security policies, operational procedures, and system compliance requirements.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience supporting enterprise software applications in production environments.
• Experience troubleshooting application issues across web applications, APIs, and backend services.
• Strong understanding of application architecture, system integrations, and database interactions.
• Experience analyzing application logs, system metrics, and monitoring tools to diagnose issues.
• Proficiency with SQL and relational databases.
• Familiarity with Linux or Windows server environments.
• Experience supporting applications in cloud or hybrid infrastructure environments.
• Knowledge of incident management and service management processes.
• Experience working within Agile or DevOps development environments.
• Familiarity with version control systems such as Git.
• Strong analytical, troubleshooting, and problem-solving skills.

Benefits

• Medical, Dental, and Vision.
• Health Saving Account (when enrolled in eligible plan) with Company contribution.
• Company paid Life, Accidental Death, Short-term & Long-term Disability.
• Voluntary Accident, Hospital Indemnity, & Critical Care Insurance.
• Voluntary Medical & Dependent Care Flexible Spending Accounts.
• Accrued Paid Time Off & Company Paid Holidays.
• 401(k) Retirement Plan with Company match.