Systems Support - Professional I

Job description Job description The Professional ECM Application Support Engineer is responsible for providing Tier 2 & 3 application support, advanced troubleshooting, and proactive optimization of ECM platforms. The role demands strong hands-on experience with Microsoft SQL Server and Microsoft Server, application performance analysis, system integrations, and client-facing technical leadership. The ideal candidate demonstrates strong ownership, analytical depth, and the ability to operate effectively in fast-paced, high-availability environments. Key Responsibilities Advanced Technical Support & Incident Management Serve as the senior technical escalation point for assigned ECM client environments (Tier 3). Lead investigation and resolution of complex, high-impact production incidents (Tier 3). Diagnose and resolve issues across: ECM applications (OnBase / Nautilus) Databases Integrations Infrastructure and secure communications Analyze application logs, system metrics, and performance data to identify root causes. Reproduce issues in staging or non-production environments for in-depth analysis. Coordinate and lead resolution efforts with: Development QA Infrastructure Third-party vendors Database & Performance Ownership Provide advanced administration and optimization of Microsoft SQL Server, including: Performance tuning Query optimization Stored procedures Backup, recovery, and high availability Identify performance bottlenecks and proactively recommend improvements. Ensure data integrity, availability, and reliability across ECM platforms. Client Engagement & Technical Leadership Lead technical calls, service reviews, and incident follow-ups with clients. Communicate clearly and professionally regarding: Incident status Root cause analysis Corrective and preventive actions Produce and maintain high-quality technical documentation and knowledge base articles aligned with ITSM best practices. Act as a trusted technical advisor, recommending architectural, performance, and operational improvements. Governance, Compliance & Continuous Improvement Follow and promote ITIL-based Incident, Problem, and Change Management processes. Participate in: Daily Operations Calls SLA reviews Post-incident and problem management reviews Identify and drive opportunities for: Automation Operational efficiency Continuous improvement (Lean / Six Sigma principles) Required Technical Skills & Experience Core Technical Expertise Proven senior-level experience with ECM platforms, ideally: OnBase (Hyland) Fiserv Nautilus Advanced expertise in Microsoft SQL Server administration and tuning. Strong command of Transact-SQL (T-SQL). Solid experience with Windows Server, IIS, and related services. Hands-on experience with: REST APIs and Web Services Application integrations and monitoring Knowledge of secure communication protocols: SFTP, FTP, HTTPS, SSL/TLS Proficiency with diagnostic and troubleshooting tools: Process Monitor Fiddler Wireshark Experience working with cloud environments (Azure and/or AWS – SaaS, IaaS, PaaS). Familiarity with VPNs, networking concepts, and virtualized environments. Tools & Platforms ITSM tools such as ServiceNow, Jira, BMC Remedy, or similar. Microsoft Active Directory and domain services. Microsoft 365 (Excel, Word, PowerPoint, Outlook, Teams). Preferred Qualifications ITIL Foundation certification or strong working knowledge of ITIL v4. Prior experience in financial services or regulated environments. Relevant certifications (preferred but not required): OnBase Microsoft Cloud platforms (Azure / AWS) Exposure to DevOps, Agile delivery, and continuous improvement frameworks. Professional & Personal Attributes Advanced problem-solving and analytical skills. Strong verbal and written communication skills in English. High level of ownership, accountability, and customer focus. Ability to remain effective under pressure while managing multiple priorities. Self-motivated, well-organized, and committed to continuous learning. Team-oriented mindset with strong collaboration and empathy. Education & Experience Bachelor’s degree in Computer Science, Information Technology, or a related field. 2+ years of experience in application support, ECM platforms, systems administration, or managed services. Demonstrated track record of end-to-end problem ownership, from investigation through resolution and documentation.

Auto req ID 49694BR

Range of Year Experience-Min Year 2

Physical Location San Jose-Costa Rica

Qualifications

• Bachelor

• Range of Year Experience-Max Year 5