Senior Application Support Engineer

Job Responsibilities:

• Support a variety of applications and systems across a multitude of products within IDT’s SLA
• Actively participate in and lead incident calls (P1–P3), ensuring swift resolution and proper documentation post-incident.
• Monitor system and application performance; investigate and resolve data issues; write and execute DMLs across diverse databases.
• Participate in both manual and automated software deployments; coordinate with stakeholders for release readiness; post-release validation (UAT) and monitoring
• Manage sensitive customer and financial data with a high degree of confidentiality and accuracy (includes large $ amounts) 
• Design and maintain tools, scripts, and procedures to improve team efficiency and reduce repetitive work.
• Conduct root cause analysis (RCA) on application errors, escalate to development when needed, and follow through to end-to-end resolution.
• Collaboration with the GNOC, development scrum teams, Quality Assurance teams, DBAs, Network Engineers, System Administrators, internal application users, and clients to improve application performance
• Ensure clear and professional communication via Slack, Jira, and email; maintain accurate records (Jira tickets, documentation, KBs, etc).
• Proactively monitor services, identify potential issues before they impact users, and implement alerts or preventive actions.
• Routine tasks (Incident Calls, Change Management (CM) and BRS Jiras, Reporting)
• Contribute to and maintain internal knowledge base articles and runbooks.
• Participate in on-call rotations and after-hours support as needed.
• Identify opportunities to optimize infrastructure, processes, or application configurations to enhance reliability and performance.
• Help onboard and mentor new team members or junior engineers.
• Stay up-to-date on application and infrastructure changes, participating in relevant reviews and planning meetings.

Technical Skills:

• Degree in software engineering, computer science, information technology, computer engineering, or similar field
• 5+ years experience as an application support engineer
• Previous experience in a service provider company is a must
• Strong ability to manage distributed LINUX & WINDOWS applications independently
• Ability to read and write shell scripts, read Perl / Python code 
• DB knowledge and SQL skills required 
• Experience configuring Apache, IIS or other Web service engines
• Experience using APM tools (eg: New Relic). Log Mining Tools (eg: Splunk)
• Experience using deployment tool (eg: Jenkins, AWS code deploy)
• Experience in DevOps domain (eg: infrastructure as code)

Other requirements:

• Motivated, independent, self driven; go beyond daily tasks 
• Must be able to multi-task; App Support is fast paced!
• Understanding of problems from user’s perspective
• Ability to document procedures in confluence 
• Solid understanding of processes (eg: Agile, IDT processes)
• Willingness to share and work as a team!
• Reliable internet connection is a must!
• A working camera is a must!
• Work Week: Monday - Friday 3 am to 11:30 am EDT
• On-Call: 7 days a week including holidays 

What we offer:

• Remote work as b2b contractor or hybrid full-time in Belarus and Moldova
• Really good hardware
• An exciting and challenging job with talented people around
• Great learning and growth opportunities
• Compensation for professional training, seminars, and conferences
• First-class English lessons
• More perks for the Minsk and Chisinau office employees