Senior Application Support Engineer
New
United States, 24/7/365 coverage for SEV 1 issuesFull-TimeSenior
Salary80,000 - 100,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- SQLJiraCustomer serviceTroubleshootingTechnical support
Requirements
- 5+ years of experience working on a support team
- Proven experience solving complex problems
- Strong ability to create and interpret custom scripts using 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
- Demonstrated expertise in technical application support tasks
- Flexibility and adaptability to changing environments
- High degree of self-confidence and self-motivation
Responsibilities
- Collaborate with the Application Support team to serve customer needs
- Efficiently triage and resolve customer issues while remaining calm in trying situations
- Communicate accurately and effectively with customers verbally and in writing
- Provide suggestions to management to reduce or eliminate recurring issues
- Follow processes for hand-off and follow-up on issues to ensure timely resolution
- Manage all assigned tickets through to resolution
- Act as a Subject Matter Expert (SME) in at least three functional areas
- Review and update site configuration in MS SQL databases
- Participate in an after-hours on-call rotation to assist with 24/7/365 SEV 1 issues
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