Application Support Engineer

MatchPoint Solutions is a fast-growing, young, energetic global IT-Engineering services company with clients across the US . We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more! More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil, and India . Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you!

Job Title: Application Support Engineer

Location: Remote

Employment Type: Contract

Role Description: The Application Support Engineer is responsible for administering and supporting the ticketing system, as well as providing operational support, maintenance, and lifecycle management for both SaaS (vendor-managed) and self-managed enterprise applications. This role ensures applications are secure, available, performant, and compliant, while serving as a key coordination point between vendors, internal infrastructure teams, InfoSec, and business stakeholders.

Mandatory Experience: SaaS-Ticketing system, Atlassian suite, Jira. also have experience managing on-premise applications running on windows or Linux platforms that require patch and update deployment. The most important qualities are independence and a strong willingness to learn.

Job Experience Requirements:

• 3–7 years of experience supporting the ticketing system and enterprise applications across SaaS and self-managed models.
• Hands-on experience with application deployments, patching, and maintenance for self-managed systems.
• Strong understanding of SaaS operating models, vendor support, and SLA management.
• Experience with ITIL processes (incident, change, problem, request management).
• Hands-on experience in administering and supporting ticketing systems
• Ability to troubleshoot across applications, infrastructure, and integration layers.
• Strong communication skills to work with vendors and cross-functional IT teams.
• Experience supporting business-critical or regulated applications.
• Familiarity with cloud platforms (AWS, Azure) and hybrid environments.
• Knowledge of IAM, observability, and security controls.

Job Responsibilities:

Self-Managed Application Support

• Perform application maintenance for self-managed applications, including deployment of application updates, patches, and fixes.
• Support production and non-production environments (dev, test, staging, prod).
• Execute deployments following approved change management (CAB) processes.
• Monitor application health, availability, and performance; troubleshoot and resolve L2/L3 issues.
• Perform root cause analysis (RCA) and implement preventive and corrective actions.
• Coordinate with Cloud Infrastructure, IAM, and InfoSec teams for changes and remediation.

SaaS (Managed Service) Application Support

• Act as the primary IT point of contact for SaaS applications managed by external vendors.
• Manage vendor relationships, support escalations, and SLA adherence.
• Coordinate SaaS releases, upgrades, and vendor-led changes, including impact assessment and business communications.
• Validate vendor patching, security updates, and release notes for enterprise impact.
• Support SaaS configuration changes, user provisioning, role management, and integrations.
• Partner with InfoSec and Compliance to support risk assessments, audits, and vendor reviews.

Incident, Request & Service Management

• Provide L2/L3 support for incidents and service requests across SaaS and self-managed applications.
• Collaborate with GSD / Client Services for L1 support and escalation workflows.
• Ensure timely resolution, stakeholder communication, and proper ticket documentation.

Security, Compliance & Risk

• Support application patching and vulnerability remediation (self-managed) and validation (SaaS).
• Ensure applications align with IAM, data protection, and enterprise security standards.
• Support audit, SOX, GxP, and compliance activities by providing operational evidence.

Governance, Documentation & Lifecycle Management

• Maintain application documentation, runbooks, and support models.
• Participate in application onboarding, upgrades, renewals, and decommissioning.
• Support application rationalization and standardization initiatives.

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.