Schedule: 9 - 6 PST
The Application Support Engineer at Lumin Digital is responsible for managing and resolving application and infrastructure issues in customer-hosted environments. This role involves troubleshooting reported issues, collaborating with internal teams, and ensuring smooth operations for Lumin Digital’s clients. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and the ability to thrive in high-pressure situations. This position is crucial in maintaining client satisfaction and operational excellence.
Essential Functions, Responsibilities, Experience:
Triage and prioritize customer-reported issues, ensuring timely resolution and communication.
Follow troubleshooting runbook steps to resolve known issues efficiently.
Perform in-depth troubleshooting on unknown issues, aiming to resolve problems quickly and minimize downtime.
Collect logs and relevant details before escalating unresolved issues to higher-level support or development teams.
Provide regular status updates to Lumin Digital customers, ensuring transparency and trust.
Collaborate closely with customers, developers, and site reliability engineers to troubleshoot and resolve technical issues.
Participate in a 24x7 on-call rotation to support mission-critical applications and ensure timely responses to urgent issues.
Perform other duties as assigned.
Growth Opportunities:
30 Days: Gain familiarity with Lumin Digital’s application infrastructure, support processes, and key clients.
90 Days: Begin handling low-complexity issues independently. Participate in 24X7 on call rotation
1 Year: Take ownership of higher-level support tasks, working closely with site reliability engineers and developers to resolve complex technical issues.
Knowledge, Skills, & Abilities:
2+ years of experience working on an application support team, main focus in Digital Banking
Strong problem-solving skills and ability to remain calm under pressure in high-stakes situations.
Exceptional written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
Commitment to continuous self-improvement and a strong sense of customer service, ownership, and integrity.
Full stack troubleshooting skills, including experience working with enterprise applications and microservice architecture.
Education:
Required: Bachelor’s degree in Computer Science or a related field, or equivalent experience.
Physical Demands:
While performing the duties of this Job, the employee is regularly required to sit; use hands to type, handle, or feel and talk or hear
Specific vision abilities required by this job include close vision
Ability to occasionally lift/move up to 25 pounds
Individuals with a disability who are otherwise able to perform the essential functions of the job may request reasonable accommodation through the Human Resources department.
Travel:
Minimal, generally 12 days or less per year, ~2X team get togethers a year
LIFE AT LUMIN DIGITAL
Lumin Digital is a trailblazer in digital banking solutions, driven by a unique approach to technology, service, and people. We empower credit unions and banks by creating cutting-edge digital experiences that continuously serve, engage, and grow their membership base. Lumin is 100% cloud-native, purpose-built to unlock the full advantages of the cloud for financial institutions and their users.
At Lumin, we thrive on curiosity and innovation. Our culture fosters trust - in our expertise and decisions, respect - for diverse perspectives and talents, and boldness - in pursuing innovative paths. These values guide us, shaping a workplace where collaboration thrives, ideas flourish, and new possibilities are discovered. Focused on continuous improvement and innovation, we encourage our team to explore, experiment, and put new ideas into action, challenging the usual way of doing things.
All qualified applicants, including those with arrest or conviction records, will be considered for employment. Any conditional offer will include a notice regarding the review of the candidate’s criminal history as part of the hiring process.
