Application Support Engineer

DayshapeEnterprise software

Remotely in/around the NJ Tri State, Austin or San Antonio, Texas, 09AM – 5.30PM (CT), Monday to FridayFull-TimeMiddle

Salary75,000 - 95,000 USD per year

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Job Details

Required Skills: SQLJavascriptMicrosoft AzureJiraRESTful APIsTechnical support

Have primarily worked in L3 Application Support, Technical Support, or Product Support supporting external customers.
Have experience in an enterprise software environment.
Have practical SQL experience and be comfortable writing and running queries.
Have experience with scripting or programming concepts, including JavaScript.
Be comfortable independently investigating complex issues and communicating technical concepts to non-technical audiences.
Take ownership of problems and see them through to completion.
Use a structured, analytical approach to troubleshooting.
Communicate effectively with end users, software engineers, and senior stakeholders.
Be comfortable challenging assumptions, raising risks, and escalating concerns.
Experience with Microsoft Azure or another cloud platform is advantageous.
Experience with SaaS or enterprise business applications, APIs, integrations, or data pipelines is a bonus.
Familiarity with .NET, JSON, JavaScript, Vue, or Azure Data Factory or similar integration technologies is a bonus.

Investigate complex customer issues by analysing logs, data, and product behaviour to identify root causes.
Own support cases and drive incidents through to resolution, coordinating with Engineering when code changes are needed.
Create Jira tickets with information engineers need to resolve issues.
Resolve customer issues directly through technical fixes, configuration changes, or workarounds where possible.
Prioritise support work according to customer impact, business priorities, and operational risk.
Build relationships with customer stakeholders through regular meetings and collaboration.
Support customer milestones, including go-lives and white-glove activities, and make occasional on-site visits.
Manage customer software releases and help ensure successful deployments.
Use customer issue and bug-report trends to support improvements to product quality, testing, and operational processes.
Create and maintain knowledge articles, guides, videos, and other self-service content.

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