Application Support Engineer

Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
The Application Support Engineer serves as a Tier 2 (L2) technical support resource within the Association’s Production Management organization. This role is responsible for monitoring, troubleshooting, incident resolution, service restoration, and operational support for critical business applications and services across the enterprise technology landscape.
Working closely with the Availability Command Center (ACC), Tier 1 Operations, Application Engineering teams, Infrastructure teams, and external vendors, this position provides elevated level of technical expertise for application incidents, operational issues, and service stability initiatives. The engineer investigates and resolves application performance issues, system alerts, batch processing failures, integration problems, middleware issues, and production incidents impacting business operations.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in San Antonio, TX. Relocation assistance is not available for this position.
What you'll do:
Leverage experience of coding applications, application architecture, system integrations, and technology platforms to identify improvements, troubleshoot complex issues, and ensure system reliability and performance.
Analyze systems and processes to identify opportunities for improvement and drive operational efficiency.
Define technical specifications, standards, and requirements that support scalable and sustainable applications
Follow established Software Development Lifecycle (SDLC) practices, including requirements gathering, development, testing, deployment, and maintenance.
Ensure risks associated with business activities are appropriately identified, assessed, monitored, and managed in accordance with organizational risk and compliance standards.
What you have:
Bachelor's degree; OR 4 years of relevant education and/or experience.
Advanced understanding of one or more of the following: Java, Swift, Objective-C, JavaScript, Kotlin, C++, HTML, CSS, SQL, Go, and Python, Mainframe technologies including COBOL, JCL, CICS, DB2, IMS, MQ, and z/OS.+
Experience with enterprise monitoring and observability tools such as Splunk, Dynatrace, Datadog, New Relic, Grafana, AppDynamics, Azure Monitor, or similar platforms.
Ability to correlate logs, traces, metrics, transaction flows, infrastructure telemetry, and application performance data to identify complex failure modes, determine root causes, assess business impact, and drive long-term reliability improvements.
Advanced working knowledge of Kubernetes, OpenShift, Docker containers, and microservice-based architectures, including the ability to troubleshoot complex distributed-system failures, evaluate platform health, recommend recovery strategies, and influence operational best practices.
Advanced understanding of API-driven architectures, integration patterns, authentication mechanisms, and service dependencies, including the ability to analyze end-to-end transaction flows, identify integration failures, and recommend architectural and operational improvements.
Advanced experience with ServiceNow, Jira, Confluence, and similar operational platforms, including administration of operational workflows, development of knowledge-management standards, reporting and trend analysis, and driving improvements to support processes and operational effectiveness.
Advanced knowledge of Incident, Problem, Change, Event, and Knowledge Management practices.
What sets you apart:
4+ years of experience supporting enterprise applications, infrastructure, cloud platforms, or production environments, including troubleshooting across multiple technology domains.
2+ years of experience in an Enterprise Availability Command Center (ACC), Production Operations, Site Reliability Engineering (SRE), or comparable service restoration environment, with direct involvement in high-severity incident response and recovery activities.
Advanced analytical and problem-solving skills, with the ability to correlate monitoring, logging, and operational data to diagnose issues and restore critical business services.
Experience working with observability tools, driving automation, service resiliency, SRE