Senior Application Support Engineer

The Opportunity
This position involves recreating, analyzing, troubleshooting, and diagnosing incidents, as well as identifying their root causes. The role requires collaborating with developers and product owners to implement fixes, code enhancements, and optimizations. Responsibilities include responding to client inquiries, executing maintenance tasks, conducting system audits, and managing calls to meet SLA goals. 
 
 The candidate should have experience with Ubuntu/Linux architecture, networking, and scripting, along with SSL/security certificate implementation, AWS services (CLI, S3, EC2, CloudWatch, IAM), and RDS SQL (MySQL). Familiarity with the Software Development Life Cycle (SDLC) is essential. 
 
Office Locations: NYC (office is near Grand Central), Pittsburgh, Medford, Oregon, Chattanooga, Portland, Maine and Boston
Must be able to go into one of these offices 2 days/week (Hybrid)
 
What you’ll do:
•    Recreate, analyze, troubleshoot, and diagnose incidents. 
•    Identify root causes of incidents (e.g., configuration, defect, misuse). 
•    Collaborate with developers and product owners to determine corrective actions or viable workarounds for incident resolution. 
•    Implement fixes, code enhancements, and optimizations with minimal assistance. 
•    Respond to direct and indirect inquiries based on client service level agreements. 
•    Execute scheduled and unscheduled tasks related to the maintenance and monitoring of technology applications. 
•    Perform routine system audits for preventive maintenance and report on system statuses. 
•    Manage calls, including logging, monitoring, updating, prioritizing, and resolving calls, emails, and inquiries in a timely manner to meet SLA goals. 
•    Complete ad-hoc tasks or special projects to support ACA on various client and internal initiatives. 
•    Provide training to new or current application support team members on additional applications. 
•    Supervise, train, evaluate, and provide feedback to junior colleagues. 
•    Assist with ad-hoc work or special projects as necessary to support ACA on various initiatives

Required Experience   

• Proficiency in and experience with debugging on Ubuntu/Linux architecture, networking, and scripting. 
• Experience in SSL/security certificate implementation and maintenance, Linux/Unix maintenance, upgrades/patches, and Bash scripting. 
• Should be proficient in performing essential file operations such as reading, moving, copying, and deleting files, as well as searching for specific content within files. Additionally, experience monitoring system performance by tracking active processes and managing   system services to ensure optimal functionality. 
• Familiarity with AWS CLI, S3, EC2, CloudWatch, IAM permissions, and autoscaling. 
• Expertise in RDS SQL, particularly MySQL. 
• Strong understanding of and experience with the Software Development Life Cycle (SDLC). 

Skills and attributes for success:

•    Excellent oral and written communication skills. 
•    Reliable, flexible, and adaptable to new ACA initiatives and evolving client needs. 
•    Ability to thrive in a fast-paced, small-team environment. 
•    Capable of working independently, managing multiple tasks, and prioritizing effectively. 
•    Skilled at building and maintaining strong working relationships with colleagues and clients. 
•    Highly motivated and goal-oriented; proactive in self-education and career advancement; takes initiative on both internal and external projects. 
•    Committed to maintaining ACA’s high standards of quality and customer service. 
•    Strong organizational and problem-solving abilities with keen attention to detail

 
Preferred Education and Experience 
•    Bachelor’s degree – concentration in computer science, information systems, or related field preferred 
•    Experience with performance monitoring tools and analysis preferred 
 
What working at ACA offers: 
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance. 
 
 
About ACA: 
ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape. 
  
What we commit to: 
ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.