Associate Applications Engineer

The Associate Application Support Engineer is responsible for supporting, maintaining, and improving business-critical applications and supporting infrastructure in both on-premises and cloud environments. This role focuses on monitoring system health, troubleshooting application and infrastructure issues, managing incidents, and ensuring the availability, performance, and reliability of production systems. The ideal candidate is a motivated technology professional with a passion for problem-solving, continuous learning, and delivering exceptional customer service.

This is a hybrid position (3 days in office, 2 days remote per week) that can be based at any of the following ViaPath offices: Dallas, TX, Mobile, AL, Fruitland, ID, Altoona, PA, or Falls Church, VA.

• Support and maintain multiple Linux-based applications across physical, virtual, and cloud-hosted environments.
• Monitor application and infrastructure health, proactively identifying opportunities to improve performance, reliability, and availability.
• Perform incident management activities, including problem identification, troubleshooting, root cause analysis, escalation, and resolution.
• Investigate and resolve application errors, system outages, and performance issues while maintaining accurate incident documentation.
• Administer and support technologies including Linux, PostgreSQL, MySQL, Microsoft SQL Server, Elasticsearch, OpenJDK, Kubernetes, and related platforms.
• Triage, prioritize, and resolve support requests related to application functionality, system performance, and service availability.
• Collaborate with engineering, infrastructure, and development teams to escalate and resolve complex technical issues.
• Participate in application deployments, upgrades, maintenance activities, and system enhancements.
• Create, update, and maintain technical documentation, operational procedures, and knowledge base articles to support efficient issue resolution.
• Deliver exceptional customer service while maintaining a high level of professionalism and responsiveness.
• Contribute to continuous improvement initiatives designed to enhance system stability, operational efficiency, and support processes.
• Participate in a 24x7 on-call rotation and provide after-hours or weekend support as required.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline preferred. Equivalent combinations of education, training, and relevant experience will be considered in lieu of a degree.
• Entry-level position; previous experience supporting or operating production environments.
• Working knowledge of Linux operating systems and administration concepts.
• Familiarity with scripting and automation technologies such as SQL, Bash/Shell, Python, Ruby, or Ansible.
• Experience troubleshooting application performance, system availability, and operational issues in Linux environments preferred.
• Understanding of security best practices, including PCI compliance, encryption technologies, and information security standards.
• Strong analytical and problem-solving skills with the ability to identify and resolve technical issues efficiently.
• Excellent verbal and written communication skills, including the ability to communicate technical concepts effectively to both technical and non-technical audiences.
• Demonstrated ability to quickly learn new technologies, applications, and business processes.
• Ability to manage multiple priorities and meet deadlines in a fast-paced, customer-focused environment.
• Strong attention to detail and commitment to delivering high-quality results.

Preferred Skills

• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Exposure to containerization and orchestration technologies, including Docker and Kubernetes.
• Familiarity with monitoring and observability tools such as Grafana, Prometheus, Splunk, Datadog, or New Relic.
• Experience working within ITIL-based service management processes.

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) – Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.