Senior Application Support Engineer
IDT Technology is looking for a Senior Application Support Engineer, with a minimum of 5-10 years of experience in an application support and technology role.
The Sr. Application Support Engineer's duties include troubleshooting various application and customer facing issues, proactively identifying service impacts, performance of root cause analysis, in depth analysis, in close collaborating with the GNOC, QA/DEV scrum teams, Network Engineers, System Administrators, marketing, commercial, as well as internal/external providers.
Job Responsibilities:
- Support a variety of applications and systems across a multitude of products within IDT’s SLA
- Actively participate in and lead incident calls (P1–P3), ensuring swift resolution and proper documentation post-incident.
- Monitor system and application performance; investigate and resolve data issues; write and execute DMLs across diverse databases.
- Participate in both manual and automated software deployments; coordinate with stakeholders for release readiness; post-release validation (UAT) and monitoring
- Manage sensitive customer and financial data with a high degree of confidentiality and accuracy (includes large $ amounts)
- Design and maintain tools, scripts, and procedures to improve team efficiency and reduce repetitive work.
- Conduct root cause analysis (RCA) on application errors, escalate to development when needed, and follow through to end-to-end resolution.
- Collaboration with the GNOC, development scrum teams, Quality Assurance teams, DBAs, Network Engineers, System Administrators, internal application users, and clients to improve application performance
- Ensure clear and professional communication via Slack, Jira, and email; maintain accurate records (Jira tickets, documentation, KBs, etc).
- Proactively monitor services, identify potential issues before they impact users, and implement alerts or preventive actions.
- Routine tasks (Incident Calls, Change Management (CM) and BRS Jiras, Reporting)
- Contribute to and maintain internal knowledge base articles and runbooks.
- Participate in on-call rotations and after-hours support as needed.
- Identify opportunities to optimize infrastructure, processes, or application configurations to enhance reliability and performance.
- Help onboard and mentor new team members or junior engineers.
- Stay up-to-date on application and infrastructure changes, participating in relevant reviews and planning meetings.
Technical Skills:
- Degree in software engineering, computer science, information technology, computer engineering, or similar field
- 5-10 years experience as an application support engineer
- Previous experience in a service provider company is a must
- Strong ability to manage distributed LINUX & WINDOWS applications independently
- Ability to read and write shell scripts, read Perl / Python code
- DB knowledge and SQL skills required
- Experience configuring Apache, IIS or other Web service engines
- Experience using APM tools (eg: New Relic). Log Mining Tools (eg: Splunk)
- Experience using deployment tool (eg: Jenkins, AWS code deploy)
- Experience in DevOps domain (eg: infrastructure as code)
Other requirements:
- Motivated, independent, self driven; go beyond daily tasks
- Must be able to multi-task; App Support is fast paced!
- Understanding of problems from user’s perspective
- Ability to document procedures in confluence
- Solid understanding of processes (eg: Agile, IDT processes)
- Willingness to share and work as a team!
- Reliable internet connection is a must!
- A working camera is a must!
- Work Week: Monday - Friday 3 am to 11:30 am EDT
- On-Call: 7 days a week including holidays
What we offer:
- Remote work as b2b contractor or hybrid full-time in Belarus and Moldova
- Really good hardware
- An exciting and challenging job with talented people around
- Great learning and growth opportunities
- Compensation for professional training, seminars, and conferences
- First-class English lessons
- More perks for the Minsk and Chisinau office employees
A few words about us:
IDT Corporation is a global communications company founded in 1990 and headquartered in Newark, New Jersey. We are industry leaders in prepaid communication and payment services and one of the largest international voice carriers. We are listed on the NYSE, employ over 1800 people across 20 countries, and have over $1.5 billion in revenues.
IDT is not ”another big IT corporation”— we encourage and support in-house entrepreneurs in developing their ideas into business actions.
Our flagship brand, Boss Revolution, offers Money Transfer, International Calling, and Mobile Top-Up services and supports IDT’s mission of enabling people to keep in touch and share resources with family and friends worldwide.
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