Senior Application Support Engineer

Bain Capital Overview

With approximately $225 billion of assets under management, Bain Capital is one of the world's leading private investment firms. We create lasting impact for our investors, teams, businesses, and the communities in which we live. Over four decades we have strategically grown our platform to focus on Private Equity, Growth & Venture, Capital Solutions, Credit, and Real Assets. Today, our team includes 1,985+ employees in 24 offices on four continents.

We partner differently to help people and companies embrace possibility and realize potential. Founded as a private partnership in 1984, we have fostered a culture of innovation, entrepreneurialism, and agility, empowering our people to define and own their career trajectories. Today, our partnership approach enables us to pursue strategic growth, build enduring relationships with a robust external network, and collaborate across our integrated platform to connect the deep and diverse expertise that unlocks breakthrough insights.

Our people are the heart of our advantage. Colleagues at all levels have a seat at the table as they tackle business challenges with a principal investor mindset. By asking incisive questions, respectfully challenging one another, and remaining intellectually agile, we work together to achieve exceptional outcomes.

For more information visit: Bain Capital

This position will be working for the firm's Application Support Technology team. The role will primarily focus on technology in the private equity and corporate platforms business units, supporting a broad portfolio of on premise and SaaS based applications.

The Senior Application Support Engineer ensures stability, performance, and availability of production systems and data pipelines. The individual will work closely with business stakeholders, software development teams, internal IT operations teams, and third-party vendors to troubleshoot and manage production incidents and implement operational improvements.

Responsibilities

• Own support of production systems, integrations, and data pipelines
• Troubleshoot application, data, and integration issues across enterprise platforms
• Manage and resolve incidents and tasks in a support queue using ServiceNow and ITIL best practices
• Support user access, provisioning, and platform administration
• Partner with development teams, business analysts and vendors to resolve issues and implement improvements
• Assist with releases, system upgrades, and environment maintenance
• Respond to business data inquiries and operational support requests
• Maintain documentation and standard operating procedures for recurring issues
• Identify opportunities to improve monitoring, automation, and support processes
• Contribute to business continuity and disaster recovery planning and testing

Experience Required

• 5+ years of experience in application or production support within enterprise environments, preferably in financial services
• Proactive problem-solver with a focus on reducing recurring issues and improving user experience
• Proven ability to thrive in fast-paced, high-performing team settings
• Strong analytical and troubleshooting skills with a focus on complex multi-system issues
• Experience managing incidents end-to-end and collaborating effectively across cross-functional teams
• Ownership of case management processes, including coordinating with vendors to escalate and resolve product defects
• Self-motivated and resourceful, with the ability to independently research and troubleshoot issues before escalating
• Demonstrates a proactive approach to learning new technologies and continuously developing technical skills

Skills

• Excellent communication, organization and time management skills, with the ability to prioritize, assess urgency, escalate and manage multiple support requests effectively
• Experience working with ITIL best practices
• Experience supporting on-premise / private cloud client server systems that use the below:
• SQL Server
• Windows Server
• AWS or other private clouds
• Experience supporting SaaS systems
• Cloud Integrations
• Vendor support management
• Experience supporting business processes and working with internal/external stakeholders

Preferred

• Workday experience, supporting day-to-day operational activities
• Salesforce experience, including administration or data management
• Familiarity with integration tools and job schedulers
• Experience with scripting, PowerShell, or BI tools

Compensation

Expected Annual Base Salary $125,000 - $145,000

Actual base salary will be determined by a wide range of factors including but not limited to role, function, level, experience, qualifications and geographic location. In addition to a competitive base salary, this position may be eligible for a discretionary annual bonus based upon factors such as individual impact, team and firm performance. Bain Capital offers a competitive benefits package designed to support employees' health, financial security, family needs, and overall well-being.