Application Support Engineer

Job Description

Position Summary

Base-2 Solutions is seeking a TS/SCI-cleared Application Support Engineer to oversee and support a media processing workflow application supporting DIA's National Digital Exploit and OSINT Center (NDOC) under the 10-year DOMEX Technology Platform (DTP) contract. In this role, you will serve as the front-line technical anchor for monitoring complex media ingest pipelines, resolving urgent customer support inquiries within defined Service Level Agreements (SLAs), troubleshooting across Windows and Linux environments, and utilizing database analytics to isolate root causes. You will also act as a vital cross-functional liaison, translating complex operational and client feedback into actionable data and requirements for Database Administrators (DBAs), System Engineers, and the Product Owner. You will work closely with the team on the following key tasks. While most work is conducted on-site at the client location in Bethesda, MD, the role includes a flexible schedule and, occasionally, some tasks may be performed remotely.

Essential Duties and Responsibilities

• Actively monitor the health, availability, and throughput of media ingest applications, transcoding pipelines, and digital asset management tools.
• Act as Tier 1 technical escalation point for external clients and internal operational stakeholders.
• Identify processing bottlenecks, failed ingest jobs, metadata corruptions, and network transfer errors before they impact client delivery.
• Triage, investigate, and resolve complex issues and customer complaints within strict contractual SLA response and resolution windows.
• Document incident lifecycles, root-cause analyses, and step-by-step resolution paths.
• Maintain and troubleshoot the application server infrastructure hosting software across both Linux and Windows Server operating systems.
• Translate application-level latency complaints into actionable database diagnostics.
• Translate application failure patterns into server/network requirements.
• Translate recurring custom complaints into prioritized bug tickets, user stories, and feature requests.

Required Qualifications

• Experience meeting an applicable education/experience pathway in the equivalency section.
• Experience in technical support, application support, or systems administration within enterprise software.
• Demonstrated competency in both Linux and Windows Server.
• Proficient in writing SQL queries to investigate application state and extract operational metrics.
• Understanding of digital media concepts (ingest workflows, wrappers/containers, metadata XML/JSON) and transfer protocols.
• Exceptional communication skills with a proven track record of acting as a bridge between non-technical end users and specialized engineering teams.

Preferred Qualifications

• Familiarity with containerized applications.
• Experience with monitoring and telemetry platforms.

Required Education and Experience Equivalency

• BS in Engineering, Computer Science, Systems Engineering, or related field with 8 - 12 years of prior relevant experience.
• Masters with 6 - 10 years of prior relevant experience.

Required Security Clearance

• Active Top Secret/SCI
• Must obtain a CI polygraph after start; Top Secret/SCI required to start.
• U.S. citizenship is required

Equal Employment Opportunity

Base-2 Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, sexual orientation, gender identity, genetic information, protected veteran status, or any other characteristic protected by law, and will not be discriminated against on the basis of disability. Learn more:

Pay & Benefit Highlights

Compensation

• Competitive fixed salary or hourly pay (based on experience, skills, location, and internal equity).
• Employee referral bonuses up to $10,000 per hired referral.
• Additional bonus opportunities for exceptional performance and contributions to business development and company growth (role-dependent).

Health

• 100% company-paid medical premiums for employees and eligible dependents.
• Choose from multiple plan options with CareFirst, Kaiser, and UnitedHealthcare, including PPO, POS, HMO, and HSA-compatible plans.
• 100% company-paid dental premiums for employees and eligible dependents.
• 100% company-paid vision premiums for employees and eligible dependents.

Income Protection

• 100% company-paid premiums for short-term disability.
• 100% company-paid premiums for long-term disability.
• 100% company-paid premiums for accidental death & dismemberment (AD&D).
• 100% company-paid premiums for life insurance up to $200,000.

Retirement

• 401(k) with immediate vesting: 4% company match plus a 4% non-elective company contribution (8% total).
• 401(k) pre-tax and Roth options.

Leave

• Up to 20 days of flexible paid time off (PTO).
• 11 paid floating holidays.

Work-Life Balance

• Flexible work schedules, including flex time and compressed work periods (contract and project-dependent).

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