Senior Application Support Engineer
Rockville, MD
Commercial Services – Telecom Application Support /
Full-time /
Hybrid
Turning Point Global Solutions LLC (TurningPoint) is seeking a Senior Application Support Engineer to provide Tier 2 support for mission-critical business applications deployed in a U.S. based data center. This role involves troubleshooting in a Linux environment, working closely with both internal engineering teams and external customers, and participating in 24x7 on-call support rotation.
Location: Rockville, MD with hybrid option.
What You’ll Do
As a Senior Application Support Engineer, you will be responsible for:
- Planning and coordinating all activities required to perform, monitor, and report on the incident remediation and Disaster Recovery efforts.
- Serving as the point of contact (POC) for all major severity incident support, incident escalation, and coordination during shifts.
- Supporting and resolving incident calls, questions, and/or tickets for customer service and application troubleshooting.
- Managing Tier 2 incident responses and timely resolutions.
- Effective implementation of the Incident Management process and ensuring that incidents are managed and reported following the ITIL Incident Management process.
- Representing our customer and serving as the direct link and liaison between our engineering staff and the customer during daily operations.
- Providing recommendations for continuous improvement of the Incident Management Process.
What We’re Looking For
To thrive and excel in this role, candidate is expected to have:
Required Education, Skills, and Qualifications:
- At least eight (8) years of customer service experience to include technical troubleshooting and application support.
- Current US Citizenship.
- Experience with ServiceNow, Jira, or similar ticketing system.
- Proficient in Cloud Infrastructure technologies including Amazon Web Services (AWS) and Oracle Cloud Infrastructure (OCI), plus applicable certifications.
- Strong hands-on troubleshooting skills with Java Application Middleware; specifically, Red Hat JBoss Enterprise Advanced Platform, Amazon Web Services, or Oracle Cloud Infrastructure (OCI).
- Understanding of Relational Database Management System concepts and writing SQL queries, especially in the Oracle Database and MySQL
- Strong familiarity with the following languages and technologies: Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell, Source Code Control System (SCCS), and Configuration Management tools
- Hands-on familiarity with troubleshooting in a Linux OS environment, including logs, intermediate shell scripting, networking, connectivity, SQL query understanding, and the ability to write SQL queries.
- Familiarity with LNP (local number portability) and related Telecom Number management functions.
- Excellent verbal and written communication skills.
- Superior MS Office Skills – Excel, Word, and Outlook.
- Strong business writing skills and the ability to author professional memos, reports, and correspondences.
- Experience with reporting, metrics (KPI), SLA management, and quality assurance.
- Strong organizational skills and the ability to build effective working relationships.
- Exceptional work ethic and customer focus.
- Initiative, critical thinking, and good follow-through skills.
- Strong organizational skills, attention to detail, and the ability to handle multiple projects simultaneously while meeting deadlines
- AWS Certified Cloud Practitioner
- Certified Oracle Cloud Infrastructure Foundations Associate
Preferred Education, Skills, and Qualifications:
- BS degree in Computer Science, Electrical Engineering, or a related field.
- ITIL certification
- Previous participation in a complete, ground-up product deployment
What’s In It For You?
We understand that our team members are our greatest asset. That’s why we offer:
- Competitive salary with annual performance bonus, and annual merit increases.
- Comprehensive health benefits fully funded by the company for employees.
- 401(k) retirement plan with company match.
- Paid time off plus holidays.
- Professional development opportunities.
- A collaborative and inclusive work culture.
In compliance with pay transparency requirements, the salary range for this role is $120,000 to $140,000. This range is a general guideline only as compensation decisions are based on relevant experience and educational qualifications.
Ready to make your next career move? Apply today to join a team that values innovation, collaboration, and continuous improvement. We look forward to welcoming you to TurningPoint!
About Turning Point Global Solutions LLC (https://www.tpgsi.com):
TurningPoint is a fast-growing system integration, information technology services company that caters to federal, state, and local government and commercial clients.
We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services.
Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner.
TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.
All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law.
This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.
