EPG Support Engineer

We are currently seeking a EPG Support Engineer to join our team in Atlanta, Georgia (US-GA), United States (US).

Job Function/ Day to Day

• Provide Tier 3 engineering support for complex application, integration, and production issues across EPG payment platforms.
• Investigate and troubleshoot complex application, integration, transaction-processing, and production-support issues.
• Perform detailed root cause analysis (RCA) using application logs, transaction data, system diagnostics, source code, and application/configuration information.
• Analyze and validate suspected software defects and coordinate handoff to the appropriate engineering team for remediation.
• Determine whether production issues are caused by:
  • Application defects
  • Configuration issues
  • System integrations
  • Infrastructure dependencies
  • Data-quality issues
  • Third-party systems
  • Operational processes
• Coordinate complex technical investigations across Application Support, Engineering, Dev Ops, Product, and other partner teams to establish ownership and drive timely resolution.
• Provide technical guidance, temporary workarounds, mitigation strategies, and recommendations for customer-impacting and production issues.
• Document technical findings, issue ownership, root causes, decisions, actions, and status updates in approved tracking and incident-management systems.
• Participate in release validation and operational-readiness activities where application or platform expertise is required.
• Analyze recurring production and application issues to identify opportunities for permanent remediation and service improvement.
• Develop and maintain runbooks, knowledge articles, troubleshooting guides, and operational documentation.
• Contribute to technical training, knowledge sharing, automation, and process-improvement initiatives across support and engineering teams.
• Work collaboratively with engineering and operations teams to improve application stability, supportability, and production reliability.

Required Qualifications

• 3+ years of experience in software engineering, application support, production support, application operations, or a closely related technical discipline.
• Demonstrated experience troubleshooting enterprise applications in distributed environments.
• Strong experience investigating application and production issues using logs, transaction data, diagnostics, configuration information, and other technical artifacts.
• Understanding of incident management, problem management, and change-management practices.
• Strong analytical and structured problem-solving capability, with the ability to isolate complex issues and determine appropriate ownership.
• Strong written communication skills with the ability to clearly document technical findings, incident status, root causes, and resolution actions.
• Demonstrated ability to collaborate effectively across Application Support, Engineering, Dev Ops, Product, infrastructure, and other cross-functional teams.
• Ability to operate effectively in customer- and service-focused production environments where timely incident resolution and accurate communication are critical.

Preferred Qualifications.

• Experience with code-level troubleshooting and software-defect analysis.
• Working knowledge of relational databases and SQL, including the ability to analyze application and transactional data during troubleshooting.
• Knowledge of APIs, web services, and system integrations used within distributed enterprise environments.
• Familiarity with Java or another object-oriented programming language.
• Experience using monitoring and observability tools such as:
  • Splunk
  • App Dynamics
  • ELK
  • Datadog
  • Similar enterprise monitoring platforms
• Familiarity with Jira and Service Now for incident, defect, problem, or work-item tracking.
• Working knowledge of Linux environments and related application-support activities.
• Familiarity with release-management and production-deployment processes.
• Experience supporting payment processing, financial-services, or transaction-based platforms.
• Experience contributing to runbooks, knowledge management, training, automation, and continuous-improvement initiatives.
• Technical troubleshooting and analysis
• Root cause analysis
• Production and incident support
• Cross-functional collaboration
• Incident, problem, and change management
• Defect identification and escalation
• Documentation and knowledge sharing
• Operational readiness
• Customer and service focus

NTT DATA provides a reasonable range of compensation for U.S.

-based positions. The starting pay range for this role is $65,200.00 to…