About this role
Job title: Contract Application Support Engineer II
About the Role Electrify America is seeking a highly motivated and technically strong Contract Application Support Engineer II to support and enhance production systems. This role is responsible for owning critical incidents, performing deep technical investigations, collaborating with Engineering on fixes and deployments, and driving operational excellence through automation and monitoring improvements. The ideal candidate thrives in a fast-paced production environment and has strong debugging, analytical, and problem-solving skills.
What You'll Do
- Own Sev 1 and Sev 2 incidents from identification through resolution (on-call/24x7 environment)
- Lead troubleshooting for complex production issues across APIs, backend services, databases and integrations
- Debug REST APIs, backend services, system integrations, and data issues
- Maintain and update system configurations; stay informed on new features, bugs, and enhancements to support production issues
- Perform technical root-cause analysis and provide proper documentation for the Development team to resolve
- Execute and monitor daily jobs and scripts when required
- Resolve issues per documentation or via workarounds or configuration updates
- Follow the SLA, escalation and notification processes
- Share new findings and create documentation; conduct knowledge transfer sessions
- After analysis, write technical requirements for bugs reported by end-users or Partners
- Partner with Engineering teams on hotfixes, patches, and emergency deployments
Additional responsibilities (40% of time)
- Enhance monitoring
- Participate in on-call rotation as required
- Support OEM and third-party integrations
- Automate repetitive support and operational tasks
- Build small applications, scripts, or tools to improve efficiency
- Train end users and partners on new features
- Continuously recommend and implement process improvements
- Develop support and troubleshoot with other enterprise integration teams