Enterprise Application Support Engineer

Enterprise Application Support Engineer

The Enterprise Application Support Engineer serves as a technical resource responsible for ensuring the reliability, performance, and operational stability of enterprise applications and cloud-based platforms. This role combines advanced technical troubleshooting, customer-facing support, systems engineering, and process improvement to deliver exceptional service for mission-critical business applications.

As a technical escalation point within the Customer Support organization, the Enterprise Application Support Engineer partners with Engineering, Product Management, Implementation, Infrastructure, and Customer Success teams to resolve complex production issues, improve operational efficiency, and enhance customer experience. The role requires deep technical expertise in cloud platforms, enterprise integrations, automation, and application support, along with strong communication and leadership skills.

This position is ideal for experienced engineers who enjoy solving challenging technical problems, mentoring others, improving support operations through automation, and building scalable support processes.

Key Responsibilities

Enterprise Application Support

• Serve as the highest technical escalation point for complex customer issues involving enterprise applications and cloud-based platforms.
• Diagnose, troubleshoot, and resolve production incidents involving application functionality, integrations, databases, APIs, and infrastructure.
• Investigate software defects, configuration issues, performance bottlenecks, and integration failures across multiple micro-service platforms.
• Perform root cause analysis (RCA) and assist core engineering teams develop long-term corrective actions to prevent recurring issues.
• Monitor application health, performance, and availability to proactively identify operational risks.

Customer Support & Technical Leadership

• Serve as the primary technical advisor for strategic enterprise customers and communicate technical issues clearly to both technical and non-technical stakeholders.
• Manage multiple customer cases simultaneously while meeting established Service Level Agreements (SLAs).
• Coordinate customer communications during critical incidents and major outages.
• Lead technical escalations and facilitate cross-functional collaboration throughout incident resolution.

Cloud Infrastructure & Platform Support

• Support enterprise applications deployed within AWS and/or Microsoft Azure environments.
• Troubleshoot cloud infrastructure, networking, identity management, storage, and compute services.
• Assist customers with cloud-native deployments and Kubernetes-based environments.
• Validate customer configurations and recommend operational best practices.

Data Management & Integration

• Develop and execute SQL queries for troubleshooting, reporting, and data validation.
• Investigate data integrity issues across enterprise applications and troubleshoot API integrations between internal systems and third-party applications.
• Support automation using Python, PowerShell, Bash, and similar scripting languages.

Cross-Functional Collaboration

• Work closely with Engineering to reproduce software defects and validate bug fixes.
• Partner with Product Management to communicate customer-impacting issues and feature enhancements.
• Coordinate with Implementation and Customer Success teams to ensure successful customer onboarding and ongoing support.
• Collaborate with third-party vendors when application or infrastructure support is required.

Process Improvement & Automation

• Identify opportunities to automate repetitive operational tasks.
• Develop scripts and tooling to improve support efficiency.
• Recommend improvements to monitoring, alerting, and operational workflows.
• Drive continuous improvement initiatives that enhance platform reliability and customer satisfaction.

Candidate Profile:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
• Minimum 3 years of experience developing solutions using Python.
• Minimum 3 years of experience supporting cloud-based applications using AWS and/or Microsoft Azure.
• Minimum 2 years of customer-facing technical support, application support, or customer success experience.
• Experience supporting enterprise SaaS or mission-critical applications.
• Strong understanding of cloud-native technologies and Kubernetes.
• Experience using Git for source control and collaboration.
• Experience with SQL and relational database troubleshooting.
• Experience supporting REST APIs and enterprise integrations.
• Knowledge of incident management, change management, and problem management processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple support cases in a fast-paced environment.

Preferred Qualifications/bonus skills:

• AWS Certified Solutions Architect – Associate or Professional
• AWS Certified DevOps Engineer
• Kubernetes administration experience
• Experience with CI/CD pipelines and DevOps practices
• Experience supporting healthcare, data exchange, or regulated environments
• Familiarity with monitoring and observability platforms
• Experience with infrastructure as code (Terraform, CloudFormation, ARM/Bicep)
• Knowledge of ITIL service management principles

Join Our Team at Datavant Ireland - A Galway-Based R&D Technology Center

Datavant Ireland is an innovative R&D technology center based in Galway, dedicated to solving complex technology challenges with a purpose. We are looking for talented technical professionals who are product-minded and eager to make an impact. If you are passionate about developing cutting-edge solutions and want to be part of a growing team, we invite you to explore the exciting career opportunities at Datavant.

Careers at Datavant offer the opportunity to apply your technology and problem-solving skills toward a vision that every healthcare decision is powered by the right data, at the right time, in the right format.

We're looking for collaborative problem-solvers, curious learners, and thoughtful builders who are excited to make an impact. We value diverse experiences, perspectives, and approaches to solving challenges, and we believe the best outcomes come from teams that learn from and support one another.

We provide team members with a robust total compensation package that includes:

• Competitive, equitable salary.
• Comprehensive benefits.
• Pension contribution.
• Flexible, Hybrid work environment.