Engineer II - Application Support

What you will be doing

You are going to be part of exciting teams, delivering the promise of the digital world by dealing with dynamic, future ready enterprise applications that cater to Verizon business needs. You will deal with applications production support of our mission and business critical applications.

We are looking for an experienced Application Support Engineer to provide 24x7 support for critical applications and infrastructure.

The ideal candidate will have hands-on experience with AWS infrastructure, monitoring tools (New Relic, Prometheus, Grafana, Splunk), and AI-driven support automation.

You will play a key role in monitoring, troubleshooting, and optimizing application performance while implementing AI solutions to enhance support workflows.

• Provide 24x7 application support in a rotational shift model, ensuring high availability and performance.
• Monitor application health and infrastructure using New Relic, Prometheus, Grafana, and Splunk logs.
• Troubleshoot incidents, perform root cause analysis (RCA), and work towards resolution within SLAs.
• Respond to alerts and proactively prevent performance issues through monitoring insights.
• Work with AWS services such as EC2, RDS, Lambda, S3, IAM, and VPC to maintain application stability.
• Automate incident response and improve support call flow using AI-driven solutions.
• Collaborate with DevOps, engineering, and cloud teams to resolve infrastructure and application issues.
• Implement and enhance self-healing mechanisms for proactive incident management.
• Continuously improve observability, logging, and alerting strategies for faster issue resolution.
• Document troubleshooting procedures, known issues, and solutions for knowledge sharing.

What we are looking for

Youll need to have:

• Bachelors degree or one or more years of work experience.
• Experience in application support, system monitoring, and troubleshooting.
• Experience with New Relic, Prometheus, Grafana, and Splunk for monitoring and logging.
• Strong knowledge of AWS infrastructure (EC2, S3, RDS, Lambda, IAM, VPC, etc.).
• Understanding of incident management, RCA, and ITIL best practices.
• Experience with scripting and automation using Python, Bash, or PowerShell.
• Strong problem-solving skills and ability to work in a high-pressure, 24x7 environment.

Even better if you have one or more of the following:

• Knowledge of CI/CD pipelines, Kubernetes, and cloud-based deployments.
• Experience implementing AI-based chatbots, predictive analytics, or self-healing systems in support workflows.
• Certifications in AWS (Cloud Practitioner, SysOps Administrator, or Solutions Architect).
• Experience with ITSM tools like ServiceNow, Jira, or similar ticketing systems.
• Hands-on experience with AI/ML-driven support automation is a plus.