# Associate, Application Support Engineer
Country: United States of America
It Starts With You
Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible.
The Difference You Make
The role is hybrid located at one of our Dallas TX, Miami FL, State St/Quincy MA, or Madison Ave NY offices.
The Application Support Engineering team is responsible for application deployment, production and lower environment support, incident resolutions, stability and maintenance efforts. In addition to the production environment for SC Originations and Servicing that this team supports, there are an estimated 30+ lower environments that this team continually works on a day-to-day basis. This environment count continually grows in order to sustain new business requests. This team runs a backlog of requests.
•Support critical production applications, respond to and address production issues.
•Troubleshoot nonproduction environments and production environments as they relate to code deployment and application releases.
•Address major incidents, critical application systems related issues, application systems stability within the Operations work stream.
•Monitor and address incoming requests into the ASE Service Now queue for nonproduction deployment, research, investigation, troubleshooting.
•Perform daily maintenance on a regular and consistent basis at the beginning of the shift and at the end of shift.
•Address issues from daily maintenance or automation results that are sent to the team.
•Collaborate closely with developers to ensure that the designed solution responds to non-functional requirements such as availability, performance, security, and maintainability.
•Utilize extensive knowledge with Windows Server / Linux OS troubleshooting to determine root cause of system related issues.
•Create a bridge between development and operations by applying a software engineering mindset to systems support and administration.
•Ensures efficiencies within the software delivery pipeline.
•Investigate, resolve or determine root cause of server infrastructure related issues.
•Knowledgeable with agile methodology and TFS.
•Knowledge of monitoring toolsets and alerting/notification configuration.
•Expertise with load balancer configuration and troubleshoot of configuration.
•Strong communications both written and verbal.
•Performs impact analysis and drive root remediation across application and infrastructure tiers by facilitating real-time and offline triages. Engage vendors as required.
•Provides technical oversight and execute on infrastructure upgrade activities.
•Creates well-written and understandable technical documentation.
•Maintains good working relationships with stakeholders and business teams as well as Incident/Problem managers, other technical support and development teams.
•Delivers appropriate metrics for reporting on key performance and working with the performance and reliability team to drive continual service improvement.
•Works with the relevant development and application reliability teams to ensure proper root cause analysis is performed, workarounds and known errors are documented, seek improvements to ensure that lessons are learnt from incidents to prevent a future reoccurrence.
•Other duties as assigned.
What You Bring
Education:
•Bachelor's Degree in Computer Science/Software Engineering or equivalent field, or equivalent work experience — Required.
Qualifications:
•5-9 years' experience supporting web-based applications by applying relevant technology architectures — Required.
•Knowledge of end-to-end systems development life cycles (i.e., waterfall, iterative and other modern approaches to software development).
•Solid understanding of network and internet technology concepts, including web server technologies, database technologies, Microsoft environments and Data center operations.
•Excellent customer service skills that build high levels of customer satisfaction for internal and external customers.
•Demonstrated ability to communicate effectively with both technical and non-technical individuals.
•Ability to collaborate and perform in a dynamic and continuous improvement seeking environment.
•Willingly shares relevant technical and/or industry knowledge and expertise to other resources.
•Excellent problem-solving, team, and time management skills.
•Resourceful and proactive in gathering information and sharing ideas.
•Hands-on experience with problem diagnosis and creative problem-solving skills.
•Ability to work and thrive in a fast-paced environment, learn rapidly and master diverse technologies and techniques.
•Ability to independently manage multiple tasks and client commitments concurrently.
•Strong attention to detail.
•Self-motivated and highly professional with ability to lead and take ownership and responsibility.
•Ability to engage in technical conversations with various technical support groups.
Certifications: No certifications listed for this job.
It Would Be Nice For You To Have
•Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
•Experience with: PowerShell, C# Automation, Splunk, Dynatrace, APIGee, TFS / Azure DevOps, Windows server OS, Linux server OS, Microsoft Office.
Work Authorization & Sponsorship
Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.
What Else You Need To Know
The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.
Base Pay Range:
•Minimum: $82,500.00 USD
•Maximum: $145,000.00 USD
Risk Culture
We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Working Conditions
Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.
