Job Title: Application Support Engineer (L1/L2 – Support)
Locations: Ashburn/Mclean/Vienna, Virginia - hybrid - 2 days a week
Role Summary
We are seeking a Application Support Engineer to provide L1/L2 production support across Record Management Systems, CRM, and BPA portfolios. This role focuses on ensuring system high availability, stability, and continuous improvement of applications through effective management of L1/L2 support, vulnerability remediation, business continuity readiness, and system upgrades.
Key Responsibilities:
Application Support (L1/L2)
- Provide day-to-day support for business-critical applications across portfolios:
- Record Management Systems: K2 RDS, RPM Elite, RightFax, Feith RMS (Cloud & On-Prem)
- CRM: MS Dynamics CRM and custom CRM applications
- BPA: IBM BPA and custom workflow applications
- Monitor applications, troubleshoot incidents, and resolve service requests within SLA timelines
- Perform root cause analysis (RCA) and implement preventive fixes
Vulnerability & Patch Management
- Coordinate and apply security patches, upgrades, and fixes across supported systems
- Track vulnerabilities, ensure compliance with enterprise security standards, and support audit requirements
Release & Version Upgrades
- Support application releases, version upgrades, and hotfix deployments
- Validate deployments, perform smoke testing, and ensure minimal business disruption
Business Continuity & DR Testing
- Participate in Business Continuity Planning (BCP) and Disaster Recovery (DR) testing
- Validate system recovery procedures and ensure readiness for failover scenarios
Operational Excellence
- Maintain runbooks, SOPs, and knowledge base articles
- Collaborate with L3/support vendors for complex issues
- Support continuous improvement initiatives to reduce incidents and improve system reliability
Required Skills & Experience
- 5 years of experience in Application Support / Production Support (L1/L2)
- Hands-on experience with:
- MS Dynamics CRM (or similar CRM platforms)
- IBM BPA / workflow systems (or equivalent BPM tools)
- Document/Record Management systems (e.g., RightFax, Feith or similar)
- Strong troubleshooting skills across application, middleware, and basic infrastructure layers
- Experience with patching, vulnerability remediation, and release support
- Familiarity with incident management tools (ServiceNow, Jira, etc.)
- Understanding of BCP/DR processes
Preferred Qualifications
- Exposure to both cloud and on-prem environments
- Basic knowledge of SQL, APIs, and integrations
- Experience working in 24×7 support environments
Key Competencies
- Strong problem-solving and analytical skills
- Ability to work under pressure and meet SLAs
- Clear communication and coordination with cross-functional teams
Never miss an opportunity! Create an alert based on the job you applied for.
