Application Engineer (Security Management System)

Responsibilities:

• Provide Level 2/3 support for internal and external users of Security Management Systems and integrated applications.
• Monitor the health and performance of SMS applications using Splunk, Grafana, Nagios, and AppDynamics.
• Troubleshoot and resolve application issues related to access control, surveillance video feeds, alarms, and identity systems.
• Perform Root Cause Analysis (RCA) on recurring or critical incidents, documenting findings and remediation.
• Plan and execute application deployments, patching, hotfixes, and system upgrades with minimal downtime.
• Collaborate with physical security and software development teams to optimize performance and integrate new features.
• Manage and support integrations with Active Directory, LDAP, SAML, OAuth, and HR or credentialing systems.
• Implement and tune system alerts, dashboards, and automated checks to enhance monitoring and early incident detection.
• Maintain accurate and up-to-date documentation for system configurations, operational procedures, and support runbooks.
• Participate in on-call rotation for incident support and assist in emergency troubleshooting.
• Work with stakeholders to gather requirements, address functional issues, and ensure business needs are met.
• Coordinate with third-party vendors and OEM support for advanced troubleshooting and upgrades.
• Assist in user access management, compliance checks, and system audits for physical security environments.
• Ensure all support activities adhere to ITIL standards and security compliance frameworks.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5 to 7 years of experience in Application Support and IT Operations, preferably in a security-critical environment.
• 3 to 6 years of experience in monitoring/observability, IT infrastructure, or DevOps.
• Proven track record of supporting enterprise-level applications in production, with performance and availability SLAs.
• Hands-on experience with Windows and Linux/Unix server environments.
• Proficiency in SQL for querying and analyzing data across systems like Oracle, MySQL, SQL Server.
• Practical expertise with:
  • Splunk (log ingestion, alerts, dashboards)
  • Grafana (dashboarding, metrics integration)
  • Nagios (service checks, plugin development)
  • AppDynamics (APM setup, performance monitoring)
• Direct experience supporting physical security platforms, including one or more of:
  • Genetec, LenelS2, Honeywell, Avigilon, Milestone, AMAG
• Understanding of security system architectures and protocols.
• Familiarity with identity and access management (IAM) systems and integrations.
• Experience with scripting languages such as Bash, Python, or PowerShell to automate monitoring and support tasks.
• Strong understanding of ITIL processes - Incident, Problem, Change Management.
• Experience using ticketing and workflow tools like ServiceNow or Remedy.
• Knowledge of web services (REST/SOAP), APIs, and integration best practices.
• Exposure to cloud platforms (AWS, Azure, GCP), Docker, and Kubernetes is a plus.
• Solid grasp of key system health metrics: CPU, memory, disk I/O, network latency, application uptime, and synthetic testing.