Senior Application Support Engineer

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.

Job Title: Senior Application Support Engineer

Location(s): Nashville, TN | Cincinnati, OH | Columbia, SC | New York, NY

Job Summary
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.

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.

Key Responsibilities
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.

• 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.

• 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.

• 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.

Location clarification: The position is explicitly listed as onsite in all four locations. Remote or hybrid work is not specified.

Working Hours:

• Approximately 8:00 AM - 4:00 PM Eastern Time.

Application:

• InspectionWorks Archive (IWA)

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.