Senior Application Support Engineer

New

USFull-TimeSenior

Salary80,000 - 100,000 USD per year

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Job Details

5+ years of experience working on a support team and solving complex problems
Strong ability to create and interpret custom scripts using a more advanced SQL query structure
Advanced experience using JIRA or a similar ticketing system
Familiarity with Google docs
Exceptional communication and customer facing skills
Strong problem solving skills
Ability to effectively manage customers and their expectations
Strong attention to detail and demonstrated expertise in technical application support tasks
Flexible and adaptable to changing requirements and environments
A high degree of self-confidence and self-motivation
Ability to communicate clearly and effectively with all internal and external stakeholders
Ability to review and draft more complex procedures and KB articles
Works cross-functionally to test new features, as well as train the Support team on new functionality

Collaborate with other members of the Application Support team to serve the needs of the customer
Efficiently triage and resolve customer issues and remain calm in trying situations, escalating issues to the manager when appropriate
Communicate accurately, clearly and effectively with customers both verbally and in writing
Make suggestions to management to help reduce or eliminate recurring issues
Follow processes to hand-off issues to other teams and follow up to ensure the issue is being resolved in a timely manner
Effectively handle all assigned tickets through to Support resolution
Subject Matter Expert (SME) in at least three functional areas
Review and update site configuration primarily in MS SQL databases
Be on rotation to take after-hours calls and be available to assist 24/7/365 to assist resolving SEV 1 issues

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