| Location | Columbus, OH |
| Salary | $35–$38 Per Hour |
Role: Senior Application Support Engineer
Rate: $35-38/hour on w2 (few dollar can be increased for best candidate)
Location: ONSITE : Nashville, TN · Cincinnati, OH Columbia, SC · New York, NY
1 Position
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"job Description: Senior Application Support Engineer - InspectionWorks Archive
Role: Senior Application Support Engineer / Application Support Analyst
Application: InspectionWorks Archive (IWA)
ServiceNow Application: aviation-rhythm-enterprise-archive
Support Level: Tier 2 / Tier 3
Environment: Manufacturing / Shop-Floor Applications, On-Premises & Cloud
Working Hours: Approximately 8:00 AM - 4:00 PM Eastern Time
Start: Immediate
Role Overview
We are seeking an experienced Application Support Engineer to provide end-to-end operational and technical support for the InspectionWorks Archive (IWA) application and its associated manufacturing inspection ecosystem.
The role will support a business-critical application operating across a hybrid technology environment, including Windows-based on-premises application servers, database servers, manufacturing shop-floor workstations, data pipelines, integrated desktop applications, and cloud-hosted services.
The ideal candidate will have strong experience in L2/L3 application support, Windows environments, application and infrastructure troubleshooting, data integration, database support, production deployments, monitoring, incident/problem management, and operational documentation. The individual should be comfortable independently owning production support activities and coordinating with application owners, infrastructure teams, database teams, cybersecurity teams, and external vendors.
Key Responsibilities
Provide Tier 2/Tier 3 production support for InspectionWorks Archive and associated inspection/review applications deployed on manufacturing shop-floor PCs.
Support Windows VM-based, on-premises application environments, including troubleshooting, configuration management, patching, maintenance, and application deployments.
Diagnose and resolve application availability, performance, connectivity, integration, and data-flow issues.
Support integrations between the inspection archival platform and other shop-floor desktop applications.
Ensure inspection data is successfully captured, processed, transferred, and archived across interconnected systems.
Support application releases, configuration changes, infrastructure changes, pipeline modifications, and database schema changes in accordance with established change-management processes.
Maintain accurate technical documentation covering system configurations, dependencies, interfaces, and integration points.
Work closely with the Product/Application Owner and application vendor for deployments, upgrades, troubleshooting, and production support.
Support application connectivity across:
Manufacturing shop-floor PCs
Windows virtual machines
On-premises application servers
On-premises database servers
Cloud-hosted services
Troubleshoot network, server, database, application, and integration-related dependencies affecting application functionality.
Coordinate with infrastructure, network, database, cloud, and cybersecurity teams to resolve cross-platform production issues.
Help maintain reliable connectivity and data movement between on-premises and cloud environments.
Monitor end-to-end inspection data pipelines, including data capture, transformation, transfer, and archival.
Monitor pipeline health, throughput, processing failures, and potential bottlenecks.
Investigate missing, delayed, incomplete, or failed inspection-data transactions.
Troubleshoot data-flow issues across application, database, infrastructure, and cloud components.
Monitor relevant cloud storage utilization, including Amazon S3, where applicable.
Identify recurring operational issues and recommend improvements to monitoring, alerting, and support processes.
Respond to production incidents impacting application availability, system performance, or inspection-data flow within agreed service-level targets.
Perform structured troubleshooting and drive incidents through resolution.
Perform root-cause analysis (RCA) for recurring or high-impact incidents.
Identify and implement corrective and preventive actions to reduce repeat incidents.
Engage appropriate internal support teams and/or vendors when issues require specialized expertise.
Escalate risks, blockers, and unresolved technical issues promptly to the Application Owner.
Maintain appropriate incident, problem, change, and operational records in ServiceNow.
Execute daily, weekly, and scheduled operational activities according to established application runbooks and support schedules.
Ensure activities due on a given business day are completed by close of business.
Take end-to-end ownership of assigned activities, including coordination with interfacing technology teams.
Provide regular operational reporting covering:
Incident volumes
Open and aging issues
Data-pipeline health and throughput
S3/storage utilization
Production risks and dependencies
Upcoming releases and maintenance activities
Proactively communicate issues that may affect production operations or manufacturing users.
Follow organizational cybersecurity and access-control requirements applicable to manufacturing and shop-floor systems.
Support security controls relating to:
Data in transit
Data at rest
User/system access
Application and infrastructure configuration
Ensure operational practices align with applicable manufacturing inspection-record, quality-system, security, and compliance requirements.
Coordinate with cybersecurity teams to address application vulnerabilities, remediation activities, and security-related configuration changes when required.
Maintain accurate and current:
Application support runbooks
Architecture diagrams
Data-flow diagrams
Interface/integration documentation
Configuration documentation
Troubleshooting guides
Known-error and resolution documentation
Operational procedures
Document recurring issues and reusable resolutions to improve support efficiency.
Conduct knowledge-transfer sessions with internal application and support teams as required.
Required Technical Skills
Candidates should have strong hands-on experience with several of the following:
L2/L3 Application Production Support
Windows Server / Windows VM environments
Enterprise application troubleshooting
On-premises application and infrastructure support
Application deployment and release support
Database connectivity and basic database troubleshooting
SQL / database querying for troubleshooting
Application-to-database integrations
Data pipeline / interface troubleshooting
Hybrid on-premises and cloud environments
AWS / Amazon S3 exposure
Monitoring and observability
Incident, problem, change, and release management
Root-cause analysis
ServiceNow or similar ITSM platforms
Application configuration and patch management
Technical documentation and runbook creation
Preferred Skills
Experience in the following areas would be particularly valuable:
Manufacturing or shop-floor application support
Inspection, quality, manufacturing execution, or archival systems
InspectionWorks or similar industrial inspection platforms
AWS cloud services and S3 storage
Data movement between shop-floor systems and cloud platforms
Production data pipelines and file-transfer/integration mechanisms
Enterprise monitoring and alerting platforms
Relational databases and SQL troubleshooting
Windows-based client/server applications
Working with third-party application vendors
Controlled production environments governed by formal change-management processes
Professional / Behavioral Expectations
This role requires a high degree of ownership and responsiveness.
The successful candidate will be expected to:
Maintain reliable availability during approximately 8:00 AM-4:00 PM Eastern Time standard working hours.
Communicate proactively when working an alternate schedule or unavailable for an extended period.
Respond promptly to Teams messages and emails from the Application Owner and internal stakeholders.
Actively manage Outlook meeting invitations by accepting, proposing alternate times when conflicts occur, or declining with appropriate context when unavailable.
Execute scheduled operational activities on time and complete daily commitments by COB.
Take full ownership of assigned incidents, operational tasks, and technical activities through completion.
Proactively coordinate with interfacing teams rather than waiting for issues to be resolved by others.
Raise blockers or requests for assistance to the Application Owner promptly, ideally within the same business day.
Demonstrate disciplined follow-through and clear stakeholder communication.