Application Support Engineer

Full-time - Mid Level

Remote - Bolingbrook, IL

Publishing Industries

About the position

As an Application Support Engineer, you will work closely with internal teams and external customers to provide technical support, troubleshoot issues, and manage software deployments. You will be involved throughout the entire software lifecycle, including requirements analysis, functional and technical design, coding, configuration, testing, deployment, and ongoing support. Your primary goal is to maintain stable, secure application environments that meet clients' business needs. This is a remote position requiring occasional on-site travel.

Responsibilities

• Diagnose, troubleshoot, and resolve software, network, hardware, and OS-related issues affecting applications.
• Provide 2nd and 3rd level support for enterprise applications and related systems, ensuring rapid and effective issue resolution.
• Work closely with system administrators, developers, and IT support teams to address complex technical problems.
• Implement monitoring tools and alerting mechanisms to proactively detect system performance issues.
• Maintain detailed documentation of troubleshooting steps, resolutions, and known issues for knowledge sharing and future reference.
• Oversee the end-to-end software release process, including versioning, packaging, testing, and deployment.
• Leverage automation tools and CI/CD pipelines to streamline software releases, ensure deployment stability, and implement rollback strategies as needed.
• Develop and maintain software release notes and user documentation for internal and client use.
• Work closely with QA teams, developers, and DevOps engineers to streamline deployment workflows.
• Ensure all software changes comply with change management policies and regulatory requirements.
• Coordinate post-deployment validation to confirm stability and mitigate any issues.
• Configure commercial applications, including image capturing, facial recognition, and SQL/NoSQL databases, to meet business and technical requirements.
• Support software customization and enhancement through scripting and minor development tasks as needed.
• Troubleshoot web-based applications hosted in IIS and Windows Server environments.
• Assist in data migration, transformation, and integration tasks when implementing or upgrading software.
• Collaborate with development teams to identify areas for automation and process improvement.
• Establish and maintain system change tracking and configuration management processes.
• Ensure all system modifications, patches, and updates undergo proper testing, documentation, risk assessment, and approval before deployment.
• Collaborate with internal stakeholders to assess potential risks and impacts of software changes.
• Maintain version control of software assets and dependencies, ensuring consistency across environments.
• Collaborate with IT teams, customers, vendors, and business units to align software solutions with technical and business requirements.
• Provide technical guidance and support to internal teams and external customers regarding software functionality and issue resolution.
• Clearly communicate technical concepts and troubleshooting steps to both technical and non-technical audiences.
• Participate in client meetings, product demos, and implementation discussions to ensure smooth software deployments.
• Ensure customer satisfaction by proactively addressing concerns and providing timely updates on issue resolutions.
• Manage incoming implementation requests from clients and vendors, prioritizing based on business needs.
• Participate in regular status meetings with IT leadership, providing updates on project progress, issue resolution, and support activities.
• Maintain detailed documentation for troubleshooting procedures, system configurations, and deployment best practices.
• Identify opportunities for process improvement, automation, and workflow optimization in IT operations.
• Assist in IT initiatives such as system performance tuning, process automation, or technology evaluations.

Requirements

• Minimum 3 years of experience in software development, application support, or IT system administration in a Windows environment.
• Proficiency in MS SQL (queries, stored procedures, functions) and NoSQL databases (JSON, HTTP/API interfaces).
• Experience with Windows Server administration, IIS management, and authentication configurations.
• Strong foundation in object-oriented programming (Java or C#.NET).
• Working knowledge of network troubleshooting (DNS, TCP/IP, VPNs).
• Experience in customer support and IT service management, providing technical guidance to end users.

Nice-to-haves

• Familiarity with Apache Tomcat, biometrics software, or software deployment processes.
• Knowledge of biometrics or other identity verification workflows.
• Previous experience in a similar IT support role, particularly in a production environment.
• Familiarity with software deployment processes.
• Knowledge of IT infrastructure, including servers, networks, and databases.
• Experience with InnoSetup for building and maintaining installers.
• Previous work experience assisting with managing resolution times for support tickets and uptime metrics for deployed software.

Benefits

• Medical (PPO and HDHP with HSA)
• Dental
• Vision
• Paid time off
• Paid holidays
• 401K with employer match
• Short/long term disability
• Life insurance
• Healthcare and dependent care flexible spending
• EAP
• Commuter benefits
• Education assistance
• Pet insurance
• Legal assistance