Analyst/Developer - Specialty 2 - Application Ops Tier 2 Support

We are seeking an experienced Application Support Engineer / Analyst Developer Specialty 2 to provide Tier 2 application operations and production support for cloud-based applications. The ideal candidate will have hands-on experience troubleshooting application issues across APIs, databases, UI, cloud infrastructure, and data flows, along with strong knowledge of AWS, SQL, Python scripting, and application monitoring. This role is ideal for someone with an Application Support, Cloud Operations, SRE, or Production Support background who enjoys solving complex technical issues and building automation to improve application reliability and performance. Key Responsibilities

• Provide Tier 2 production and application support while meeting defined SLAs.
• Troubleshoot and resolve application incidents, performance issues, and technical problems.
• Investigate application failures using structured troubleshooting, testing, and root-cause analysis.
• Troubleshoot issues across UI, APIs, databases, integrations, and application data flows.
• Monitor application availability, health, and performance.
• Develop Python, PowerShell, or other scripts to automate support and operational tasks.
• Build and enhance monitoring, alerting, and proactive issue-detection capabilities.
• Write and troubleshoot SQL queries and support relational database operations and reporting.
• Work with Snowflake and other data platforms as needed.
• Support and troubleshoot applications running in AWS cloud environments.
• Work with high-availability architectures and understand AWS autoscaling concepts.
• Analyze recurring incidents and identify opportunities to improve application reliability and performance.
• Maintain clear documentation of incidents, troubleshooting steps, resolutions, and operational procedures.
• Collaborate with development, infrastructure, DevOps, data, and other technical teams.
• Communicate effectively with application users and, when required, Caterpillar dealers.
• Participate in occasional off-hours, weekend, or on-call support for critical production issues.

• 2 4+ years of experience in Application Support, Production Support, Cloud Operations, SRE, or a related role.
• Strong experience with SQL, relational databases, data querying, and reporting.
• Experience with Snowflake is preferred.
• Hands-on experience supporting applications in AWS environments.

• Experience with AWS services such as:

• EC2, S3, VPC, Route 53, RDS
• Lambda, DynamoDB, CloudFormation
• CloudWatch, IAM, Certificate Manager
• ELB, EBS, ECS
• CloudFront, WAF
• SQS, SNS, SES
• Strong troubleshooting experience with APIs, UI applications, integrations, and data flows.
• Experience with application monitoring and observability tools such as ThousandEyes, AppDynamics, Grafana, or similar platforms.
• Working knowledge of Python scripting and automation.
• Working knowledge of PowerShell, SQL, JSON, and scripting/automation technologies.
• Understanding of high-availability application architectures.
• Knowledge of AWS autoscaling concepts and capabilities.
• Experience with SRE practices, application reliability, availability, and performance improvement.
• Exposure to data management, data engineering, or data operations.
• Familiarity with Azure DevOps / ADO pipelines and CI/CD environments.

Preferred Qualifications

• Experience supporting cloud-based enterprise applications.
• Experience working in a production operations or 24x7 support environment.
• Experience with incident management, root-cause analysis, and problem management.
• Experience developing automation to reduce manual support activities.
• Experience working with monitoring, alerting, logging, and observability platforms.
• Snowflake or other modern cloud data-platform experience.

Education & Experience Option 1: Bachelor’s or Master’s degree with 2 4+ years of relevant experience. Option 2: Relevant technical certifications with 6 8+ years of applicable experience may be considered in lieu of a degree.

The AES Group is a premier technology and engineering consulting company that has been bringing businesses and talent together for over 20 years to deliver innovative solutions that have the greatest positive impact on society. AES has helped over 40 business enterprises, including Fortune 500 companies, engage their customers, empower their employees, and transform their business operations with the power of cloud, data, AI, engineering, and other emerging technologies