Senior Application Support Engineer

We are seeking an experienced Senior Application Support Engineer to provide end-to-end operational and technical support for the InspectionWorks Archive (IWA) application and its associated manufacturing inspection ecosystem.

The role involves supporting business-critical applications across a hybrid technology environment, including Windows-based on-premises application servers, database servers, manufacturing shop-floor workstations, data pipelines, integrated desktop applications, and cloud-hosted services., Application Support & Maintenance

• Provide Tier 2/Tier 3 production support for InspectionWorks Archive and associated inspection/review applications.
• Support Windows VM-based and on-premises application environments.
• Troubleshoot application availability, performance, connectivity, integration, and data-flow issues.
• Support integrations between inspection archival platforms and shop-floor desktop applications.
• Support application releases, deployments, configuration changes, patching, and database schema changes.
• Maintain technical documentation covering system configurations, dependencies, and integrations.
• Coordinate with application owners, product owners, and external vendors.

Infrastructure & Hybrid Environment Support

• Support connectivity across manufacturing shop-floor PCs, Windows VMs, on-premises application and database servers, and cloud-hosted services.
• Troubleshoot network, server, database, application, and integration dependencies.
• Coordinate with infrastructure, network, database, cloud, and cybersecurity teams.
• Maintain reliable connectivity and data movement between on-premises and cloud environments.

Data Pipeline Monitoring & Observability

• Monitor end-to-end inspection data pipelines, including data capture, transformation, transfer, and archival.
• Monitor pipeline health, throughput, processing failures, and bottlenecks.
• Investigate missing, delayed, incomplete, or failed inspection-data transactions.
• Troubleshoot data-flow issues across applications, databases, infrastructure, and cloud components.
• Monitor cloud storage utilization, including Amazon S3.
• Recommend improvements to monitoring and alerting processes.

Incident, Problem & Service Management

• Respond to production incidents within agreed service-level targets.
• Perform structured troubleshooting and drive incidents through resolution.
• Conduct root-cause analysis (RCA) for recurring and high-impact incidents.
• Implement corrective and preventive actions.
• Coordinate with internal support teams and vendors.
• Maintain incident, problem, change, and operational records in ServiceNow.

Operational Support & Reporting

• Execute daily, weekly, and scheduled operational activities according to established runbooks.
• Complete assigned activities within the required business-day timelines.
• Take end-to-end ownership of operational tasks and coordinate with interfacing teams.
• Provide operational reports covering incidents, open issues, data-pipeline health, storage utilization, production risks, and upcoming releases.
• Proactively communicate issues affecting production operations and manufacturing users.

Cybersecurity & Compliance

• Follow organizational cybersecurity and access-control requirements.
• Support security controls relating to data in transit, data at rest, user access, and application configuration.
• Ensure operational practices align with manufacturing inspection-record, quality-system, security, and compliance requirements.
• Coordinate vulnerability remediation and security-related configuration changes.

Documentation & Knowledge Management

• Maintain application support runbooks, architecture diagrams, data-flow diagrams, integration documentation, configuration records, and troubleshooting guides.
• Document recurring issues and resolutions.
• Conduct knowledge-transfer sessions with application and support teams.

Required Technical Skills

• Strong L2/L3 Application Production Support experience.
• Windows Server and Windows VM environments.
• Enterprise application troubleshooting.
• On-premises application and infrastructure support.
• Application deployment and release management.
• Database connectivity and basic database troubleshooting.
• SQL and database querying.
• Application-to-database integrations.
• Data pipeline and interface troubleshooting.
• Hybrid on-premises and cloud environments.
• AWS / Amazon S3 exposure.
• Monitoring and observability.
• Incident, problem, change, and release management.
• Root-cause analysis (RCA).
• ServiceNow or similar ITSM platforms.
• Application configuration and patch management.
• Technical documentation and runbook creation., * Maintain availability during standard working hours of approximately 8:00 AM-4:00 PM Eastern Time.
• Respond promptly to Teams messages and emails.
• Proactively communicate schedule changes and availability.
• Manage meeting invitations and communicate scheduling conflicts appropriately.
• Complete scheduled operational activities and daily commitments by close of business.
• Take ownership of assigned incidents and operational tasks through completion.
• Coordinate proactively with interfacing technical teams.
• Escalate blockers and requests for assistance to the Application Owner promptly, preferably within the same business day.
• Demonstrate accountability, disciplined follow-through, and clear stakeholder communication.

Recruiter screening focus: Prioritize candidates with hands-on L2/L3 production application support, Windows Server, SQL troubleshooting, ServiceNow, AWS S3 exposure, and experience supporting hybrid on-premises/cloud applications.

The ideal candidate will have strong experience in L2/L3 application production support, Windows environments, application and infrastructure troubleshooting, database support, data integration, production deployments, monitoring, incident management, and operational documentation., * Experience supporting manufacturing or shop-floor applications.

• Experience with inspection, quality, manufacturing execution, or archival systems.
• InspectionWorks or similar industrial inspection platforms.
• AWS cloud services and S3 storage.
• Data movement between shop-floor systems and cloud platforms.
• Production data pipelines and file-transfer mechanisms.
• Enterprise monitoring and alerting platforms.
• Relational databases and SQL troubleshooting.
• Windows-based client/server applications.
• Experience working with third-party application vendors.
• Experience in controlled production environments with formal change-management processes.

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.