Application Support Engineer

The Application Support Engineer at Lumin Digital is responsible for managing and resolving application and infrastructure issues in customer-hosted environments. This role involves troubleshooting reported issues, collaborating with internal teams, and ensuring smooth operations for Lumin Digital’s clients. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and the ability to thrive in high-pressure situations. This position is crucial in maintaining client satisfaction and operational excellence.

Essential Functions, Responsibilities, Experience:

Triage and prioritize customer-reported issues, ensuring timely resolution and communication.

Follow troubleshooting runbook steps to resolve known issues efficiently.

Perform in-depth troubleshooting on unknown issues, aiming to resolve problems quickly and minimize downtime.

Collect logs and relevant details before escalating unresolved issues to higher-level support or development teams.

Provide regular status updates to Lumin Digital customers, ensuring transparency and trust.

Collaborate closely with customers, developers, and site reliability engineers to troubleshoot and resolve technical issues.

Participate in a 24x7 on-call rotation to support mission-critical applications and ensure timely responses to urgent issues.

Perform other duties as assigned.

Growth Opportunities:

30 Days: Gain familiarity with Lumin Digital’s application infrastructure, support processes, and key clients. Begin handling low-complexity issues independently.

90 Days: Take ownership of higher-level support tasks, working closely with site reliability engineers and developers to resolve complex technical issues.

1 Year: Lead troubleshooting efforts for major application issues, contribute to improving runbook processes, and mentor junior support engineers.

Knowledge, Skills, & Abilities:

Strong problem-solving skills and ability to remain calm under pressure in high-stakes situations.

Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.

Commitment to continuous self-improvement and a strong sense of customer service, ownership, and integrity.

Full stack troubleshooting skills, including experience working with enterprise applications and microservice architecture.

Education: 

Required: Bachelor’s degree in Computer Science or a related field, or equivalent experience.

Physical Demands:

While performing the duties of this Job, the employee is regularly required to sit; use hands to type, handle, or feel and talk or hear 

Specific vision abilities required by this job include close vision

Ability to occasionally lift/move up to 25 pounds

Individuals with a disability who are otherwise able to perform the essential functions of the job may request reasonable accommodation through the Human Resources department.

Travel: 

Minimal, generally 12 days or less per year, ~2X team get togethers a year

LIFE AT LUMIN DIGITAL 

Lumin Digital is a fintech company specializing in digital banking solutions. Through a fundamentally different approach to technology, service, and people, we’re creating the next generation of financial solutions each and every day. Lumin helps banks and credit unions build and deploy next-gen digital experiences that help to continually serve, engage, and grow their membership  base. While other platforms are partially adapted or retrofitted for the cloud, Lumin is 100% cloud-native. It was built specifically for the cloud environment, allowing us to realize the advantages more fully it offers. It’s a difference that financial institutions and their users will see and feel almost immediately. 

Our people have a passion for new possibilities. We intentionally foster curiosity through our culture. We engage people who can’t help but  ask “what if,” “why not,” and “what’s next.” We encourage them to bring forward ideas that challenge, raise, and reset expectations. And we empower them to continually explore, experiment, and apply what they learn. We champion curiosity because curiosity is how we grow– as a company, as a partner, and as individuals. For more information, visit lumindigital.com.

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