Application Support & Development Engineer

Job Summary

AceStack is seeking a highly skilled and motivated Application Support & Development Engineer to join our dynamic IT team. This is a full-time, permanent remote position based in Bedford, MA, offering a competitive salary of USD $100,000 to $125,000 per year. As a key member of our organization, you will be responsible for the maintenance, support, and enhancement of IT applications supporting our Health Science, Translational Sciences, and Development areas. You will play a critical role in ensuring that business requests for new and existing applications are thoroughly assessed from a technical standpoint, translated into appropriate technology solution recommendations, and implemented in alignment with our architecture, infrastructure, security, IAM, and operational support standards. This role offers an exciting opportunity to work with cutting-edge scientific applications, collaborate with cross-functional teams, and contribute to the success of our translational science initiatives.

Key Responsibilities

• Serve as the IT managed services lead for applications supporting Translational Sciences and Development, providing oversight of vendor-delivered support and operational services.
• Act as a dedicated, hands-on technical resource for supported applications, including application administration, troubleshooting, configuration, upgrades, and production support.
• Perform or coordinate application and database installation, configuration, patching, upgrade, deployment, and validation-support activities as needed.
• Collaborate in Azure infrastructure environments, including Azure Portal coordination, application server setup, file share setup, storage, connectivity, backup, and environment readiness activities.
• Provide technical support for scientific applications, with preferred domain knowledge in protein analysis, mass spectrometry applications, bioinformatics tools, and scientific data management platforms.
• Coordinate internally with Enterprise Architecture to onboard new applications and ensure alignment with enterprise standards and architecture principles.
• Review requests for new applications or significant changes to existing applications; assess technical fit, hosting model, infrastructure needs, integrations, security, IAM, database requirements, support model, compliance considerations, and operational readiness.
• Create requests and supporting technical materials for the Technology Solution Board to review, including solution summaries, architecture considerations, risks, dependencies, and recommended next steps.
• Work with Infrastructure and Security teams to onboard approved applications, complete required reviews, address vulnerabilities, establish environments, and prepare solutions for production support.
• Provide service support to users, including logging, triaging, responding to, and coordinating resolution of P1 tickets and other production support issues.
• Work with IAM teams to automate user access provisioning and de-provisioning for supported applications where feasible.
• Create, maintain, and periodically update runbooks, support procedures, escalation paths, system documentation, and operational readiness materials.
• Monitor vendor performance and service quality, including incident trends, SLA adherence, recurring issues, operational metrics, and continuous improvement opportunities.
• Communicate status, risks, issues, questions, and decisions to IT leadership, business stakeholders, vendors, and cross-functional IT partners in a timely manner.

Role Requirements & Qualifications

• Bachelor's degree in Computer Science, Information Technology, Life Sciences, or a related field. Equivalent work experience will be considered.
• Minimum of 5 years of experience in application support, development, or a related IT role, with a focus on scientific or research applications.
• Proven experience in application and database support, including installation, configuration, patching, and upgrades.
• Hands-on experience with Azure infrastructure environments, including Azure Portal, application servers, storage, and connectivity.
• Strong understanding of IT service management (ITSM) principles, including incident, problem, and change management.
• Experience with managed services oversight and vendor management.
• Knowledge of IAM principles and user access management.
• Excellent troubleshooting and problem-solving skills, with the ability to resolve complex technical issues.
• Strong communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Ability to work independently in a remote environment and manage multiple priorities.

Skills Inventory

Essential Skills:

• Application support and maintenance
• Database administration (SQL, Oracle)
• Azure cloud services (Portal, VMs, Storage, Networking)
• ITIL framework and ITSM tools
• Technical solution assessment and documentation
• Vendor management and SLA monitoring
• Scripting and automation (PowerShell, Python)
• User access management and IAM

Preferred Skills:

• Domain knowledge in life sciences, protein analysis, mass spectrometry, bioinformatics
• Experience with scientific data management platforms
• Knowledge of GxP, 21 CFR Part 11, and other regulatory compliance standards
• Experience with DevOps practices and CI/CD pipelines
• Familiarity with enterprise architecture frameworks (TOGAF, Zachman)

Salary & Compensation Estimation

The annual salary for this position is estimated between USD $100,000 and $125,000, based on experience and qualifications. This is a full-time remote role, and compensation may be adjusted based on the candidate's location and expertise. AceStack also offers a comprehensive benefits package, including health insurance, retirement plans, paid time off, and professional development opportunities. The final offer will be commensurate with the candidate's experience and market benchmarks for similar roles in the Boston metropolitan area.