Senior Engineer-Applications Support

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

Summary of Position

BAL’s Digital Products team is seeking a Senior Engineer for our Application Support team with experience in troubleshooting and supporting web-based applications while driving Site Reliability Engineering practices. The Application Support Engineer serves as a Tier2 technical support.

The ideal candidate plays a key role in maintaining and troubleshooting to ensure seamless business operations. This position will be a member of the Cobalt Support team, and will work directly with other Application Support Engineer’s, the Support Manager, and other roles critical to customer service success. You will apply your technical expertise to solve complex operational challenges, strengthen system reliability, and improve the experience of both internal and external business partners. With a strong focus on automation, observability, and continuous improvement, you will help shape a more proactive, scalable SRE support model. This position also requires outstanding customer service and communication skills, proven analytical and solutions-driven mindset, ability to collaborate across multiple stakeholder groups, and strong detail-oriented problem-solving skills.

Primary Responsibilities

• Oversee projects and responsible for research, development and design of technical solutions to resolve issues.
• Act as a Lead Application Support Engineer with SRE responsibilities, partnering with Application Development, Infrastructure and Operations team to improve system reliability and observability.
• Lead initiatives to improve reliability, availability, scalability, and performance of business-critical applications and services.
• Develop and maintain self-healing capabilities, automation workflows, and operational tooling to enhance system resilience.
• Analyze system performance, capacity, and usage trends to proactively identify risks and implement preventative measures
• Provide technical support for escalated incidents, ensuring timely resolution of complex issues that cannot be addressed by Tier1 support.
• Hands-on experience with incident management, problem management, change management, root cause analysis, post-incident reviews, and continuous service improvement practices.
• Working knowledge of observability and monitoring platforms such as AppDynamics including dashboards, alerting, logs, metrics, and traces.
• Work with the team to bring to conclusion customer escalations by working with cross-teams in Support, development Engineers, Product Manager’s, and operations teams.
• Plan and implement solutions for technical incidents from detection to resolution.
• Drive continuous improvement in early detection / prevention and rapid resolution of technical issues
• Fully own Cause of Error (COE) analysis and documentation, from root cause through to preventive actions
• Consult directly with users (or internal proxy for external users) to assess their needs and then create and implement a strategy to improve either the business process or application
• Create knowledge base documentation, create technical documentation for internal department consumption
• Serve as leader and/or member to other technical support engineers and contribute to continuous improvement of support processes, tooling, monitoring and documentation.

E****ducation and Experience

• Bachelor’s Degree
• AWS certifications
• 5+ years’ experience in .NET web application development
• 3+ years’ experience in Salesforce platform experience.
• 3+ years’ of experience in production support.

Skills and Knowledge

• Strong understanding of Site Reliability Engineering (SRE) principles, including reliability, scalability, resiliency, observability, automation, and operational excellence.
• Experience with other components closely related to .NET (SQL, REACT, Web Services, C#, HTML, CSS, ASP.NET, JavaScript, Angular JS, etc.)
• Experience with Salesforce platform.
• Experience with Incident Management, Problem Management, Change Management, Major Incident Management, and Service Improvement processes.
• Knowledge of cloud platforms (Azure, AWS), CI/CD practices, and modern DevOps methodologies.
• Expert in SQL Databases and basic network configuration
• Expert level skills using code repositories such as Azure and GIT, or equivalent
• Hands-on experience with common observability platforms (AppDynamics, CloudWatch etc.)
• Familiar with Jira, Confluence and ServiceNow.
• Experience managing escalation support teams and second level (or above) technical support of complex software and systems
• Proven capability of having successfully delivered on support metrics and managed support team
• Customer first Mind set and a “Get it done” attitude are critical success factors for this role
• Ability to lead change by effectively building commitment and winning support for initiatives
• A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards
• Demonstrated strong analytical and problem-solving skills
• Comfortable operating with urgency and collaborating with other teams.
• Proactive mindset with a focus on continuous improvement, automation and operational excellence.
• Excellent communication skills, both oral and written

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Authorization/Security Clearance (if applicable)

This position has no authorization requirements.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

In addition to competitive pay, a discretionary annual bonus, and a supportive, team-oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to [email protected].

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.