Senior Application Support Engineer

(Washington DC Metro Area)

DocASAP is seeking Sr. Application Support Engineers to support the DocASAP platform with both internal and external customers.


  • Regularly troubleshoot complex client applications, integration and environment issues escalated from Level 1 & Level 2 support
  • Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in systems operation in a networked environment
  • Automate & perform regular monitoring and testing of DocASAP system integration software infrastructure for live and to be live clients
  • Lead the DocASAP platform knowledge acquisition for the Support and Operations teams as a whole, and partner with Development to improve the overall supportability of the DocASAP platform
  • Modify software as necessary including, but not limited to; changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment. Construction and scheduling of automated processes and creation of custom processing scripts
  • Regularly update customers via phone, email or client relationship management tool of ongoing troubleshooting and resolution efforts
  • Contribute, as needed, to team caseload management
  • Regularly receive escalated cases from management, and must prioritize accordingly
  • Regularly document and report product/application defects to Development team, and escalate unresolved problems to the appropriate resources
  • Serve as an escalation point for other team members who rotate to provide 24x7 “on call” support coverage for escalated issues
  • Proactively seek out, research, and implement improvements to better serve customers
  • Cultivate cross-department communication, collaboration, and synergy
  • Obtain higher-level direction when needed from Development team
  • Enable the advancement of others on the team by providing technical guidance and feedback
  • May be called on to conduct training for others to facilitate technical development, or to educate the team on technical details, issues, processes, or troubleshooting


The person in this position will provide expert-level troubleshooting for the DocASAP solution, resolve technical issues, or address root causes for multiple issues. Successful candidates must have the innate desire to find the root cause of technical issues, while balancing business needs to identify, support, and solve customer needs.


  • 4+ years of related support experience
  • Previous experience with enterprise/mid-sized software support or delivery experience required
  • Must have a strong understanding of remote tools and networking
  • Server and component experience with Linix, Tomcat configuration, Active MQ and Service management required
  • Experience with Perl and Java programming a plus
  • Advanced database knowledge with MS SQL (current and supported versions) preferred
  • Must have the ability to work on multiple assignments, prioritize, and resolves issues in a timely manner within a high-pressure environment
  • Ability discuss technical concepts with non-technical customers, deal tight timelines and demanding constraints needed
  • Previous knowledge of the banking industry and practices preferred
  • Expert level understanding of the DocASAP architecture and process work flow will be needed
  • Must have excellent communication skills and have the ability to interact with C-level executives
  • Strong organization skills needed and must pay close attention to detail
  • Must be able to work non-standard hours as needed to support on-call team members and perform scheduled work


Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time-to-time, as needed.

DocASAP, Inc. is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. DocASAP, Inc.'s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay, and dismissal.

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