SRE Observability

Job Title: Application Support Engineer (Site Reliability Engineer)

Location:Remote (US)
Company:Encora
Job Type:Full-Time

Overview

Are you a technical detective with a passion for scalable performant and resilient enterprise applications Do you thrive in incident management and root cause analysis Are you excited to collaborate with development teams to enhance application performance and reliability If so we want tomeetyou!

Encorais seeking aSenior Application Support Engineer (SRE)to join our dynamic team of this roleyoulllead efforts to ensure the reliability availability and performance of mission-critical applications and platforms.

WhatYoullDo

As an Application Support Engineer you will:

• Be part of a global production operations teamresponsiblesupportingexternalfacing webapplications.

• Manage incidents perform root cause analysis and implement preventative solutions.

• Collaborate with development infrastructure and platform engineering teams to improve system reliability.

• Work within a global team to enable 24x7 supportmodelfor internal triage communication and root cause analysis.

Key Responsibilities

• Provide 24/7 support as part of a team for production web applications running on AWS orMulesoftAPIs.

• Monitor and troubleshoot issues using observability tools like Splunk.

• Create document and iterate application monitoring including alerts and synthetic tests

• Investigate and expand functionality in Splunk to enable Splunk AI solutions.

• Create dashboards and capture metrics to improve visibility and performance.

• Respond proactively to system alerts and customer complaints.

• Apply industry best practices to support processes.

• Participate in a planned on-call rotation.

Qualifications

• 25 years of experience in Tier 2 or Tier 3 IT support roles (e.g. systems analysis development data/reporting).

• Proficiencywith observability tools (OpenTelemetry Splunk Cloud/ObservatilityCloud AppDynamics GrafanaDatadog. Splunk preferred).

• Familiarity with Synthetic Testing (Splunk Synthetics Seleniumetc)

• Familiarity with AWS and/or Kubernetes architecture.

• Strong ability to analyze logs and code to resolve Tier 2 issues.

• Experience in application-focused support engineering or SRE roles.

• Excellent written and verbal communication skills.

• Background in DevOps and scripting (Python preferred).

• Familiarity with ITIL practices incident management and documentation.

• Experience with disaster recovery business continuity and ServiceNow dashboards.

• Comfortable working in Linux environments and shell scripting.

Preferred Qualifications

• Bachelors orMasters degree in Computer Science Engineering or related field.

• Consulting experience and Agilemethodologybackground.

• Proven ability to lead small to medium-sized teams.

• Certifications: ITIL Foundation AWS Azure or GCP.

• Experience withMulesoft Postman and API testing support.

• Experience writing complex SPL (Splunk Search Processing Language) queries for alerting/dashboarding.

• Experience with Application Performance Monitoring (APM) and Real User Monitoring (RUM)

• Understanding ofnetworking concepts in cloud-native environments (AWS/Kubernetes/OpenShift).

What We Value

• A proactiveCan Doattitude.

• Self-driven and autonomous work style.

• Strong communicationacross internal and external teams.

• Passion for operational excellence and continuous improvement.

• Commitment to compliance and industry best practices.