Senior Application Support Engineer 

About us 

We turn customer challenges into growth opportunities.  

Material is a global strategy partner to the world’s most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.  

We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve. 

Srijan, a Material company, is a renowned global digital engineering firm with a reputation for solving complex technology problems using their deep technology expertise and leveraging strategic partnerships with top-tier technology partners.  

About the Application Support Engineer role 

As an Application Support Engineer, you will bring your tech-savvy, user-focused mindset to help support a highly integrated and extensible application landscape and use your blend of expertise across application, database, and infrastructure technologies to ensure the best possible user experience and availability for the business-critical applications under our care. 

As an Application Support Engineer, you will 

• Provide Level 2 and 3 support for a mix of enterprise and line-of-business applications, both client and internally facing. 

• Establish the root cause for service disruptions and escalate to the relevant engineering team or vendor. 

• Monitor application performance, including the set-up and configuration of monitors, determining thresholds, and configuring alerts, and designing and maintaining dashboards for both the team and key stakeholders. 

• Follow best practices for change management, including authoring change requests and presenting them to the CAB as needed. 

• Optimize operational and maintenance processes through integrating new technologies and capabilities. 

• Ensure support requests are resolved in a timely fashion. 

• Analyze logs, traffic flow and configuration data on a periodic basis to detect and address any anomalies or opportunities to optimize. 

• Develop scripts for automation, monitoring, and oversight (PowerShell, Python). 

• Consult with internal software engineering teams, vendors, internal users, and clients to improve application performance and/or add functionality. 

• Document processes, incident triage, actionable bugs, and suggestions (Confluence, Jira) 

• Maintain a record and roadmap for configuration changes and scheduling application updates.  

About you 

• A bachelor's degree in computer science, information technology, information systems or similar. 

• Minimum of 4-5 years of experience in a position such as Application Support Engineer, IT Support Technician, IT Service Engineer, IT User Support Technician, or IT Helpdesk Technician. 

• Advanced proficiency in deploying and maintaining multi-tiered applications, both off-the-shelf and in-house developed and on-premises and in the cloud. 

• Advanced proficiency in troubleshooting, able to quickly help determine cause of application errors and restoring service. 

• Intermediate proficiency with monitoring, alerting, and logging tools (New Relic, Logstash). 

• Intermediate proficiency supporting WINS-based (Windows, IIS, .NET, SQL Server) solutions. 

• A good understanding of SDLC process and Agile methodology. 

• Experience supporting research technology solutions (data collection & visualization) is a huge plus. 

Why work for Material? 

In addition to fulfilling, high-impact work, company culture and benefits are integral to determining if a job is a right fit for you. Here’s a bit about who we are and highlights around what we offer. 

Who We Are & What We Care About 

• Material is a global company and we work with best-of-class brands worldwide. We also create and launch new brands and products, putting innovation and value creation at the center of our practice. Our clients are in the top of their class, across industry sectors from technology to retail, transportation, finance and healthcare. 

• Material employees join a peer group of exceptionally talented colleagues across the company, the country, and even the world. We develop capabilities, craft and leading-edge market offerings across seven global practices including strategy and insights, design, data & analytics, technology and tracking. Our engagement management team makes it all hum for clients.  

• We prize inclusion and interconnectedness. We amplify our impact through the people, perspectives, and expertise we engage in our work. Our commitment to deep human understanding combined with a science & systems approach uniquely equips us to bring a rich frame of reference to our work. 

• A community focused on learning and making an impact. Material is an outcomes focused company. We create experiences that matter, create new value and make a difference in people's lives. 

What We Offer 

• A work environment that works best for you. Whether that’s fully remote, in one of our offices, or hybrid. 

• Flexible & synchronous time off. We trust our colleagues to take responsibility for and manage their workloads. That’s why we offer Flexible Time Off along with two full weeks of companywide closures and 11 company holidays. 

• 12 weeks of paid parental leave. Every parent deserves to spend the first few months of their new child’s life with them. 

• Help planning for your future. We offer 401K match, as well as periodic financial wellness and planning sessions throughout the year.