Brief Role Description

Electrify America is seeking a highly motivated and technically strong Contract Application Support Engineer II to support and enhance our production systems. This role is responsible for owning critical incidents, performing deep technical investigations, collaborating with Engineering on fixes and deployments, and driving operational excellence through automation and monitoring improvements. The ideal candidate thrives in a fast-paced production environment and has strong debugging, analytical, and problem-solving skills. In this role, you will perform root cause analysis, troubleshooting, documentation and support our internal and external customers and be the front line for our internal and external customers for issues and requests, make any system configuration updates, also automate repetitive operational tasks and build some internal tools and applications.

The Contract Application Support Engineer II will report to the Application Support Manager and will work closely with Engineering, DevOps, QA and external and internal partners to debug APIs, backend services, databases and third-party integrations. A successful candidate needs experience working in a 24/7 support operation and familiarity with industry best practices/standards, and must be able to understand complex systems.

Possible Tasks within this Role

Role Responsibilities: List essential functions in order of importance (total should equal 100%)

Main responsibility (60% of time)

• Team player in a 24/7 shift and on call environment
• Own and manage Sev 1 and Sev 2 incidents from identification through resolution
• Lead troubleshooting efforts for complex production issues across APIs, backend services, databases and integrations
• Debug REST APIs, backend services, system integrations, and data issues.
• Maintain and update system configurations as required
• Maintain system knowledge and on all new features, bugs and enhancements to support the business with any Production issues
• Perform technical root-cause analysis and provide proper documentation for the Development team to resolve
• Execute and monitor daily jobs, scripts when required
• Resolve issues per Documentation or via workarounds or configuration updates
• Follow the SLA, escalation and notification process
• Keep the knowledge flowing in the team by sharing new findings and creating documentations and holding knowledge transfer sessions
• Post analysis, write technical requirements for bugs reported by end-users or Partners
• Partner with Engineering teams on hotfixes, patches, and emergency deployments.

Additional responsibilities (40% of time)

• Enhance monitoring
• Participate in on-call rotation as required
• Support OEM and third-party integrations
• Automate repetitive support and operational tasks.
• Build small applications, scripts, or tools to improve efficiency and reduce manual effort.
• Train end users and partners of new features
• Continuously recommend and implement process improvements
• Develop Support and troubleshoot with other enterprise integration

Qualification requirements

Years of Relevant Experience:

5+ years of experience in an Engineering Support/ Development role

Education:

Bachelor’s degree in Computer Science or a related field. Technical certification in Systems Analysis, Database Administration, Infrastructure, and Network Skills is desired.

General skills needed to perform the job:

• • Technology savvy – skilled in software and systems implementation
  • Analytical and conceptual thinking – using logic and reason, creative and strategic
  • Integration – joining people, processes, and systems
  • Communication skills – Excellent verbal and written communication skills, interpersonal, and presenting skills
  • Results-oriented / Tenacious achievers
  • Customer-focused and phone etiquette with customers
  • Challenger mindset with curiosity to bring new ways to approach our business and the ability to adapt to new technologies and learn quickly
  • Problem solving - Target-oriented, driven work style with analytic problem-solving skills
  • Understanding of prioritization of tickets and sense of urgency for Critical items
  • Ability to work cross teams

Required:

• Ability to monitor application performance, system availability
• Strong experience with scripting languages such as Python and JavaScript, including writing and understanding code from other programmers
• Ability to find bugs in the system and implement workarounds
• Experience working with cross-functional teams of Developers, quality assurance, and engineers
• Working experience interfacing with APIs and infrastructure
• Strong Experience with API debugging and backend troubleshooting
• Basic cloud Infrastructure and Network knowledge
• Ability to perform system analysis and root cause analysis
• Experience writing Knowledge documentation
• Strong Experience in log analysis and monitoring tools
• Experience with CI/CD and deployment process
• Working knowledge of Confluence and JIRA tools
• Basic database knowledge of SQL or MongoDB to successfully execute scripts

Desired:

• Knowledge of technology best practices and standards
• Working experience in large-scale service architectures and application stacks
• Experience in third-party system integration
• Experience working in an Agile/Scrum environment
• Experience with ETL tools

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