Application Support Engineer- L3

About US:

Foundation AI is the only AI Native documents intake automation platform serving the claims and litigation industries. Founded in 2019 by a team of lawyers and data scientists, Foundation AI processes millions of documents each month for hundreds of US law firms, including many of the largest and most respected plaintiff and injury law firms in the country. Find out more at www.foundationai.com.

Job Overview:

At Foundation AI, the Application Support Engineer - III is a senior individual contributor responsible for managing complex application support operations, ensuring high system reliability, and driving continuous improvement in support processes. In this role, you will take ownership of resolving critical and complex issues, lead troubleshooting efforts, and proactively enhance system performance. You will work closely with engineering, product, and business teams while mentoring junior engineers and contributing to strategic initiatives around automation, monitoring, and cost optimization.

This role is ideal for a highly experienced support professional who can operate independently, manage multiple priorities, and serve as a key escalation point for critical issues.

Key Responsibilities:

• Complex Incident Management & Resolution: Own and resolve complex, high-impact production issues. Manage multiple support tickets simultaneously, ensuring timely resolution while maintaining quality and customer satisfaction.
• Advanced Troubleshooting & Root Cause Analysis: Lead troubleshooting efforts for complex application issues, perform in-depth root cause analysis, and implement long-term fixes to prevent recurrence.
• Monitoring & System Reliability: Leverage monitoring and logging tools such as Airflow, ELK stack, and similar platforms to proactively identify issues, analyze system performance, and ensure high availability.
• Automation & Scripting: Develop and maintain scripts (Python, SQL) to automate repetitive tasks, improve operational efficiency, and accelerate issue resolution.
• Application Configuration & Maintenance: Oversee application configurations and ensure systems are optimized, stable, and aligned with evolving business requirements.
• Cloud Application Support: Provide advanced support for cloud-based applications (AWS), including troubleshooting deployments, performance issues, and infrastructure-related concerns.
• Stakeholder & Customer Management: Act as a key point of contact for stakeholders and customers during critical incidents. Communicate effectively, manage expectations, and maintain strong customer relationships.
• Business Alignment: Support applications used by specific business units, ensuring alignment with their workflows, priorities, and regulatory requirements.
• Documentation & Knowledge Leadership: Maintain comprehensive documentation of incidents, solutions, and best practices. Contribute to knowledge sharing and mentor junior team members.
• Compliance, Security & Data Protection: Ensure applications adhere to data protection laws, industry regulations, and security best practices. Apply ethical considerations in all aspects of technology usage.
• Cost Optimization & Operational Efficiency: Drive initiatives to optimize resource utilization, reduce operational costs, and improve overall efficiency of support processes.

Responsibilities may be tailored based on the candidate’s experience and proficiency.

Skills and Tools

• 3+  years of experience in application support, production support, or a related field.
• Strong expertise in analyzing and resolving complex technical issues
• Proven ability to manage multiple support tickets and priorities effectively
• Advanced troubleshooting skills across application, data, and infrastructure layers
• Hands-on experience with monitoring tools such as Airflow, ELK stack, or similar platforms
• Proficiency in Python and SQL for scripting, automation, and data analysis.
• Strong understanding of application configurations and system architecture
• Experience supporting cloud-based applications, preferably on AWS
• Solid understanding of business processes and application use cases
• Knowledge of regulatory requirements and compliance standards
• Excellent communication and stakeholder management skills
• Strong customer management and relationship-building abilities
• Expertise in documentation and knowledge sharing
• Deep understanding of data privacy, security best practices, and ethical considerations
• Ability to mentor junior team members and drive best practices
• Strong focus on cost optimization and operational efficiency

Education

A Bachelor's degree in Computer Science or equivalent experience relevant to the functional area. 

Our Commitment

Foundation AI is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic. Our hiring decisions are based solely on qualifications, merit, and business needs at the time.

For any feedback or inquiries, please contact us at [email protected]
Learn more about us at www.foundationai.com