Application Support Engineer
Auto ImportCompany Description SARACA is a global engineering R&D services company supporting 25+ Fortune 500 customers across MedTech, Aerospace, Rail, Automotive, Semiconductor, Defense, and Farm industries. The organization is ISO 13485 certified and has extensive experience with all classes of medical devices, including embedded software, UI/UX, mechanical, systems, and product testing. SARACA has unique expertise in IEC 62304, EU MDR, clinical and performance evaluation reports, and other scientific documentation in MedTech.
A leadership team with deep product engineering experience guides a technically competent workforce of 400+ engineers and management consultants delivering onsite and offsite projects worldwide. SARACA is an equal-opportunity employer with a culture of innovation and learning, focused on helping customers grow faster and lead their industries.
osition DetailsRole: L3 TechOps / Application Support Engineer
Location: Seattle, WA – Onsite
Start Date: Immediate Availability
Background Check: Mandatory
Request ID: B3T9P9
Job SummaryWe are seeking a highly skilled L3 TechOps / Application Support Engineer to provide advanced production support for enterprise applications, retail technology platforms, Point of Sale (POS) systems, and payment infrastructure.The role will serve as a senior technical escalation point, responsible for resolving complex technical issues, performing Root Cause Analysis (RCA), implementing permanent corrective actions, and improving the reliability, availability, and performance of business-critical services.
Key Responsibilities
- Provide L3 application and technical support for retail applications, POS systems, payment platforms, and store technology.
- Investigate and resolve complex issues escalated from L1/L2 support teams.
- Troubleshoot POS infrastructure and peripherals, including printers, scanners, cash drawers, payment terminals, and related devices.
- Perform advanced Windows OS troubleshooting, including storage/HDD, RAID, memory, CPU, services, drivers, and system performance.
- Analyze application, system, event, and transaction logs to identify and resolve production issues.
- Perform detailed Root Cause Analysis (RCA) and drive permanent corrective and preventive actions.
- Develop and utilize PowerShell scripts for troubleshooting, automation, monitoring, and system administration.
- Manage incidents, problems, and service requests using ServiceNow or similar ITSM platforms.
- Partner with application, infrastructure, network, development, database, and security teams to resolve complex technical issues.
- Support production deployments, patches, upgrades, configuration changes, and release activities.
- Maintain technical documentation, knowledge articles, troubleshooting guides, and operational runbooks.
- Act as a technical SME for retail/POS environments and provide guidance to L1/L2 support teams.
- Identify recurring issues and implement continuous improvements to enhance platform stability and reduce operational incidents.
- Strong experience in L3 Application / Production / Technical Operations Support.
- Hands-on experience with Point of Sale (POS) and Retail Payment Systems.
- Experience supporting retail store environments and POS infrastructure.
- Strong troubleshooting skills with printers, scanners, cash drawers, payment terminals, and other POS peripherals.
- Strong understanding of Windows OS internals and troubleshooting.
- Experience with HDD/storage, RAID, memory, CPU, system performance, services, and drivers.
- Strong PowerShell scripting experience.
- Experience with ServiceNow or similar ITSM platforms.
- Knowledge of Incident Management, Problem Management, RCA, and escalation processes.
- Strong analytical, troubleshooting, communication, and cross-functional collaboration skills.