Application Support Engineer

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.

How will you make an impact in this role?

Most of our software development focuses on delivery new features while optimizing existing systems, building infrastructure, and eliminating work through automation. As part of the SRE team, you'll have the opportunity to manage the complex challenges at scale which are unique to American Express, while using your expertise in coding, algorithms, complexity analysis and large-scale system design. SRE's culture of diversity, intellectual curiosity, problem solving, and willingness is key to its success. Our organization brings together people with a wide variety of backgrounds, experiences, and perspectives. We encourage them to collaborate, think big and try new things in a blame-less environment. We promote self-direction to work on meaningful projects, while we also strive to create an environment that provides the support and mentorship needed to learn and grow.

As an Application Support Engineer, you will be a part of a global Site Reliability Engineering (SRE) organization, and partner with the Core Engineering and Platform Teams. You will work with engineering and product partners to ensure alignment between the organizations and contribute to the key strategic efforts. In this role, you will model and mentor talent across the pillars to ensure SRE is influential across the substantial product area engineering efforts.

Responsibilities:

• Hands-on engineer with knowledge in developing/supporting complex, large scale enterprise applications.
• Performs technical aspects of software reliability for assigned applications including design, developing prototypes, and coding assignments.
• Function as a leader on an agile team by contributing to software builds through consistent development practices (tools, common components, and documentation)
• Partners with customers and other internal teams and technical product managers to deliver improvements to the platform.
• Collaborates across teams to define solutions, technical implementation to drive software maturity and practices.
• Establishes and accepts responsibility for application development practices across teams for e.g. code review, build and release process, etc.
• Consults with teams to build standards that drive the highest levels of availability.
• Deliver monitoring requirements to ensure business-service level visibility for all support teams.
• Continuously engage with software engineers to establish design patterns that are resistant to failure.
• Partner with appropriate supporting teams to ensure operational readiness throughout the application lifecycle.
• Facilitate the resolutions of non-application issues (3rd party upstream and downstream issues, infrastructure issues, storage, database, network, file transfer etc.)

Minimum Qualifications

• At least 7 years of proven experience with system design, algorithms, cloud migrations, or SRE
• Bachelor's degree or equivalent experience in computer science, Technology, or Engineering.
• Experience working in a 24/7 environment with on-call responsibilities to provide support to production support on a need basis.
• 7+ years work experience in java/J2EE/REACT/Python JS applications.
• Experience with large scale web/distributed applications and infrastructure.
• Experience with implementing monitoring and observability solutions for large scale applications using Splunk, ELK, OTEL, Dynatrace, Content Square etc.
• Deep hands-on experience with dashboards and alerting setup and maintenance for large scale applications for various business requirements
• Experience with implementing web application performance testing and page performance monitoring automation solutions.
• Experience with database technologies (Oracle, DB2, MS SQL, PostgreSQL, Couchbase, MongoDb etc )
• Experience with web application and API security/ gating implementations and maintenance.
• Experience with GDHA implementation and testing for large scale applications and databases.
• Good understanding of Caching data Solutions
• Proven understanding of cloud native principles: service discovery, circuit breakers, observability, distributed tracing, automation, and monitoring tools.
• Proven understanding of zero downtime and graceful degradation strategies
• Exposure to methods relating to application design, software development, and automated testing.
• Good Understanding of monitoring technologies including logging, time-series or machine-learning products from a product owners' point of view.
• Knowledge of configuration management, release automation, and orchestration technologies

Preferred Qualifications

• Strong interpersonal communication skills and the ability to work well in a diverse team-focused environment.
• Strong knowledge of Site Reliability Engineering best practices, including incident management, monitoring, and capacity planning.
• Liaise between Site Reliability Engineering, development, Product Owners, and other partner teams to improve performance and availability.
• Ability to build positive relationships with your team, business, and technology partners to achieve established goals.
• Ability to effectively interpret technical/business objectives and challenges and articulate solutions.
• Influence team members with creative thought leadership with data driven changes and improvements by challenging status quo.
• Demonstrate the ability to effectively communicate to internal business clients and leadership on each facet of issue handling including (but not limited to): issue identification, service restoration, solutions to permanently resolve to ensure high levels of ongoing service etc.
• Strong background in card and non-card new account acquisition and personalization domain

Qualifications

Salary Range: $85,000.00 to $150,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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