What are the responsibilities and job description for the Application Support Level 3 position at Golden Technology?
The Role: Application Support Level 3
Location: Blue Ash, OH (5 Days Onsite)
Type: Long Term Contract
What You’ll Do:
- Level 3 (LV3) Support, Site Reliability, and Operations Engineer supporting Next Generation Point of Sale (NGPOS) platform
- This team is embedded within the engineering organization, partnering directly with developers throughout the SDLC rather than sitting in a separate support silo
- We care more about problem-solving instinct, curiosity, and drive than a checklist of prior experience — the items below describe a strong match, not a hard bar, and candidates early in their career or without every listed skill are encouraged to apply
- In office, Blue Ash, OH — 5 days a week; willingness to travel and provide onsite support for new go-lives, pilots, and rollouts
- Participate in a scheduled on-call rotation (nights/weekends/holidays) for 24x7 support; PTO/leave may be restricted during peak retail periods and major go-lives
- Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience) preferred; prior experience in application support, operations, or engineering is a plus but not required
- Exposure to Point of Sale systems in enterprise environments is helpful; some experience with Java is preferred, Go is a plus
- Any exposure to SQL or NoSQL databases (e.g., MongoDB), scripting (Shell, PowerShell, or Python), or ITSM/monitoring tooling (ServiceNow, Jira, Confluence, Splunk, Grafana, or equivalent) is a plus — willingness to learn these on the job matters more than prior mastery
- Interest in or willingness to learn payment card security standards (PCI-DSS)
- Excellent oral and written communication skills; able to translate between business users and Technology teams
- Familiarity with the Agile process is helpful; experience as a Scrum Master a plus
- Willingness to speak up and challenge developers on Agile best practices and definitions of done during refinement and QA
- Accountable for driving support tickets and emails to resolution
- Good judgment under pressure; able to prioritize across competing support, testing, and scrum-master duties
Key Responsibilities
- Partner with cross-functional teams to expedite issue resolution and manage to SLAs
- Support and maintain infrastructure and applications, including off-hours support (24 x 7) as required
- Test infrastructure and application changes
- Establish priorities and develop functional and programming specifications for application enhancements and modifications
- Participate in the application technical design process; design, code, and unit test application changes using SDLC best practices
- Complete estimates and work plans for design, development, implementation, and rollout tasks
- Monitor systems, consoles, and performance for service interruptions or delays
- Address and resolve infrastructure system failures
- Execute, log, and report break/fix changes, service requests, and support activities
- Maintain operational procedures, processes, and scripts; follow documented processes to ensure infrastructure stability
- Own incident and problem management: drive major incident response, root cause analysis, and post-incident reviews
- Champion engineering standards and continuously improve software delivery processes
- Build partnerships across application, business, and infrastructure teams
Independently execute large projects and lead other analysts in completing projects