Application Support Engineer (L1/L2 – Support)

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Job Title: Application Support Engineer (L1/L2 – Support)

Locations: Ashburn/Mclean/Vienna, Virginia - hybrid - 2 days a week

Role Summary

We are seeking a Application Support Engineer to provide L1/L2 production support across Record Management Systems, CRM, and BPA portfolios. This role focuses on ensuring system high availability, stability, and continuous improvement of applications through effective management of L1/L2 support, vulnerability remediation, business continuity readiness, and system upgrades.

Key Responsibilities:

Application Support (L1/L2)

• Provide day-to-day support for business-critical applications across portfolios:
• Record Management Systems: K2 RDS, RPM Elite, RightFax, Feith RMS (Cloud & On-Prem)
• CRM: MS Dynamics CRM and custom CRM applications
• BPA: IBM BPA and custom workflow applications
• Monitor applications, troubleshoot incidents, and resolve service requests within SLA timelines
• Perform root cause analysis (RCA) and implement preventive fixes
  
  

Vulnerability & Patch Management

• Coordinate and apply security patches, upgrades, and fixes across supported systems
• Track vulnerabilities, ensure compliance with enterprise security standards, and support audit requirements
  
  

Release & Version Upgrades

• Support application releases, version upgrades, and hotfix deployments
• Validate deployments, perform smoke testing, and ensure minimal business disruption
  
  

Business Continuity & DR Testing

• Participate in Business Continuity Planning (BCP) and Disaster Recovery (DR) testing
• Validate system recovery procedures and ensure readiness for failover scenarios
  
  

Operational Excellence

• Maintain runbooks, SOPs, and knowledge base articles
• Collaborate with L3/support vendors for complex issues
• Support continuous improvement initiatives to reduce incidents and improve system reliability
  
  

Required Skills & Experience

• 5 years of experience in Application Support / Production Support (L1/L2)
• Hands-on experience with:
• MS Dynamics CRM (or similar CRM platforms)
• IBM BPA / workflow systems (or equivalent BPM tools)
• Document/Record Management systems (e.g., RightFax, Feith or similar)
• Strong troubleshooting skills across application, middleware, and basic infrastructure layers
• Experience with patching, vulnerability remediation, and release support
• Familiarity with incident management tools (ServiceNow, Jira, etc.)
• Understanding of BCP/DR processes
  
  

Preferred Qualifications

• Exposure to both cloud and on-prem environments
• Basic knowledge of SQL, APIs, and integrations
• Experience working in 24×7 support environments
  
  

Key Competencies

• Strong problem-solving and analytical skills
• Ability to work under pressure and meet SLAs
• Clear communication and coordination with cross-functional teams