Application Support Engineer
First seen by Alion on Oct 29, 2026.
About the job :
Key Responsibilities :
- Act as the primary support contact for customer-reported application issues and resolve incidents within agreed SLAs.
- Troubleshoot functional, technical, configuration, deployment, batch, database, and integration issues.
- Support NetReveal modules including EIM, WLM, AML, CDD, AUSTRAC, Payment Fraud, and Swift.
- Investigate application logs, batch failures, database records, configurations, and monitoring alerts to identify root cause.
- Support product deployments, upgrades, patches, hotfixes, and release validation.
- Manage and troubleshoot batch orchestration, job failures, reruns, dependencies, and recovery activities.
- Develop, review, and troubleshoot XML/YAML configuration files.
- Use Linux/Unix, SQL, Oracle, and PostgreSQL for application investigation and operational support.
- Collaborate and partner with engineering, DevOps, QA, product, and specialist teams for issue resolution.
- Use monitoring tools such as AWS CloudWatch and Datadog to identify and respond to service degradation.
- Maintain support documentation, troubleshooting guides, blameless RCA notes, known issues, and workarounds.
- Communicate status, resolution plans, and technical guidance clearly to customers and internal stakeholders.
Must-Have Skills & Experience :
- Experience in application support, production support, or technical customer support for enterprise software.
- Working knowledge of financial crime, AML, KYC, sanctions screening, fraud detection, or compliance applications.
- Hands-on or working experience with NetReveal modules.
- Strong Linux/Unix command-line skills.
- Good SQL skills with experience in Oracle and PostgreSQL.
- Experience with batch orchestration, job monitoring, failure analysis, and reruns.
- Experience supporting product deployments, patches, upgrades, and configuration changes.
- Experience with Java-based applications and log-based troubleshooting.
- Familiarity with REST APIs, SAML, SSO, and integration troubleshooting.
- Experience with Git, GitHub Actions, and Bitbucket.
- Experience using monitoring tools such as AWS CloudWatch and Datadog.
- Use AI-assisted tools (e.g., Claude, Cursor, GitHub, Copilot) to accelerate log analysis, root cause identification, and documentation drafting.
- Automation first attitude - Reduce manual repetitive tasks, self-service and autonomous incident handling.
- Good communication skills and ability to manage multiple customer issues in an SLA-driven environment.
Nice-to-Have Skills :
- Knowledge of Kubernetes, Helm charts, and containerized deployments.
- Understanding of DevOps, CI/CD, and cloud automation practices.
- Knowledge of XML, YAML, and configuration-driven applications.
- Familiarity with Grafana, PagerDuty, Prometheus or ELK.
- Basic understanding of AI/ML-based fraud or compliance solutions.
- Basic knowledge of Python for scripting, automation, or support activities.
Skills
Production Support, Applications Support, Linux, SQL, PostgreSQL, Java, YAML, XML, AWS, Technical Support