Application Support III professional

We are seeking an Application Support III professional to provide build-and-run operational ownership for internally built reporting solutions delivered via Tableau, with a core focus on enabling reliable access for non-workforce (external) users through Authentication Everywhere (AuthE). This role blends production support, reliability engineering, incident management, and automation to improve platform stability, reduce operational toil, and enhance end-user experience. The successful candidate will partner closely with application engineering, infrastructure, and security stakeholders to troubleshoot complex issues across authentication, access/entitlements, and Tableau availability. You will also drive proactive monitoring and operational improvements through tooling, scripting, and runbook development., * Leverage firm-approved AI tools (e.g., Claude Sonnet/Opus) to speed analysis of operational signals (alerts/logs/metrics) and to draft runbooks, communications, and RCA artifacts, validating outputs prior to action.

• Apply AI-assisted techniques to enhance operational automation (e.g., alert enrichment, intelligent triage, proposed remediation steps) to improve availability, performance, and mean time to recovery.
• Provide production support and reliability engineering for internally built reporting experiences delivered via Tableau.
• Perform platform health checks (start-of-day, start-of-week, end-of-day as applicable), track issues, and improve health checks through automation to reduce manual effort.
• Implement exception-based monitoring and proactive alerting using logs/metrics/traces, and continuously tune detection to reduce noise and improve signal quality.
• Triage and resolve incidents using structured troubleshooting across application logs, authentication signals, and Tableau platform telemetry; manage incidents through to resolution and document findings.
• Create, maintain, and execute operational runbooks, support procedures, and knowledge articles; ensure production readiness for releases and changes.
• Participate in ITIL processes, including incident, problem, change, and release management; produce RCA documentation and drive corrective and preventive actions.
• Act as a liaison across upstream and downstream dependencies; coordinate escalations to engineering (L3/app dev) and partner teams, and track issues to closure.
• Support performance, stability, and resiliency objectives, including capacity monitoring, scaling considerations, and failover/DR readiness as applicable to the platform.
• Execute and validate changes using approved pipelines and procedures; verify operational readiness and validate post-change functionality.
• Support business-user queries and troubleshooting related to Tableau access, authentication, and reporting availability.

External user login + AuthE (support focus)

• Support AuthE-based login for non-workforce (external) users accessing internally built reporting applications delivered via Tableau.
• Configure and troubleshoot the AuthE authentication flows used by the application (OAuth 2.0 / OIDC and/or SAML federation), as applicable to the integration pattern.
• Support access and entitlement management workflows tied to external reporting access, including user/group access issues, entitlement verification, and coordination with relevant teams.
• Manage and validate logging configuration and log availability needed for authentication and Tableau access troubleshooting, including ensuring appropriate correlation and traceability.
• Coordinate periodic operational activities impacting AuthE integrations (such as certificate renewals) and validate end-to-end login functionality following changes.
• Participate in rotational coverage and incident response activities as applicable, based on team needs.

• 5+ years of experience (or equivalent) in time-critical production support, SRE, or application support roles with ownership of incident triage and resolution.
• Strong troubleshooting skills across Windows and Linux environments, including root cause analysis based on logs and system behavior.
• Experience with observability and monitoring platforms and log analysis tooling (for example: Dynatrace, Splunk, Grafana).
• Automation and scripting experience (Python and/or PowerShell) to reduce repetitive operational work and improve detection and response.
• Experience working with APIs and integrations relevant to platform operations, including REST APIs and JSON payloads; familiarity with Tableau operational interfaces such as Tableau REST APIs (as applicable).
• Experience executing changes and releases using controlled procedures (CI/CD or similar), including familiarity with runbooks, checklists, and post-deployment validation.
• Working knowledge of networking and security fundamentals relevant to production support, including TLS/certificates, DNS, firewall/proxy concepts, and basic IAM concepts.
• Strong documentation, communication, and stakeholder management skills, including the ability to translate technical issues into clear status updates and action plans., * Hands-on administration or production support experience with Tableau Server and/or Tableau Cloud (as applicable).
• Experience supporting external-user authentication integrations and troubleshooting across OAuth2/OIDC and SAML, including practical experience with certificate rotation/renewal.
• Experience building automation to reduce operational toil and improve monitoring/alerting, reliability, and response time.
• Experience partnering with engineering teams in a build-and-run model and driving post-incident improvements through measurable corrective actions.
• Familiarity with common operational data formats and configuration patterns (JSON, YAML), and with secrets management and rotation concepts.