Application Support Engineer

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 - II is responsible for ensuring the reliability, performance, and scalability of our applications by handling moderately complex technical issues and supporting critical business operations. In this role, you will take ownership of incident resolution, perform deeper troubleshooting, and contribute to improving system stability and support processes. You will collaborate closely with engineering, product, and customer-facing teams while leveraging your growing expertise in scripting, cloud environments, and system monitoring.

This role is ideal for someone with prior application support experience who is ready to handle more complex challenges and play a proactive role in optimizing support operations.

Key Responsibilities:

• Incident Management & Prioritization: Manage and resolve application incidents with a clear understanding of business impact. Effectively prioritize tasks and ensure timely resolution of issues while maintaining high service standards.
• Advanced Troubleshooting & Root Cause Analysis: Investigate and resolve moderate to complex application issues, perform root cause analysis, and implement preventive measures to minimize recurrence.
• System Monitoring & Performance Optimization: Utilize monitoring and alerting tools to track system health, identify performance bottlenecks, and proactively address potential issues.
• Customer & Stakeholder Support: Provide high-quality support to customers and internal teams. Communicate clearly, provide regular updates, and ensure stakeholder expectations are managed effectively.
• Application Configuration & Maintenance: Manage and optimize application configurations to ensure performance, reliability, and alignment with business requirements.
• Scripting & Data Analysis: Leverage intermediate knowledge of Python and SQL to debug issues, analyze data, and develop scripts for automation and efficiency improvements.
• Cloud Application Support: Support applications deployed on cloud platforms (e.g., AWS), with a solid understanding of cloud services, deployments, and troubleshooting.
• Documentation & Process Improvement: Create and maintain detailed documentation for issues, resolutions, and standard operating procedures. Contribute to the continuous improvement of support processes.
• Compliance, Security & Best Practices: Ensure adherence to data privacy laws, security best practices, and regulatory requirements. Promote ethical use of technology within support processes.
• Cost & Resource Optimization: Understand and consider cost implications while supporting applications, including efficient resource utilization and minimizing downtime or wastage.

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

Skills and Tools

• 2+  years of experience in application support, technical support, or a related field
• Strong problem-solving and analytical skills with the ability to handle complex issues
• Proven ability to prioritize tasks based on business impact
• Intermediate troubleshooting skills for application and system-related issues
• Hands-on experience with system monitoring and logging tools
• Intermediate proficiency in Python and SQL for scripting and analysis
• Good understanding of application configurations and system environments
• Experience with cloud platforms (preferably AWS) and cloud-based application support
• Understanding of business workflows and how applications support them
• Awareness of legal, regulatory, and compliance requirements
• Strong communication and stakeholder management skills
• Customer-focused mindset with solid service orientation
• Strong documentation and knowledge-sharing abilities
• Understanding of data privacy, security best practices, and ethical considerations
• Ability to work independently and collaborate effectively with cross-functional teams.

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