Senior Application Customer Support Engineer (Fully Remote)

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Requirements:

• University Degree in Computer Science or a relevant discipline.
• At least 8 years of relevant working experience.
• Experience in Collections/Banking systems is highly appreciated.
• Very good knowledge of PL/SQL and Oracle Databases, DBA skills required.
• Customer-focused mentality with attention to detail and accuracy.
• Strong discipline in following up on customer requests.
• Strong communication, presentation, and writing skills in English.

Responsibilities:

• Provide L3 technical application support to production applications and systems.
• Investigate incidents, interruptions, or bugs in operational systems.
• Perform triaging and problem-solving to identify and implement changes.
• Configure the Application via SQL Queries to optimize workflows.
• Act as an escalation point for Tier 2 support.
• Create and document processes for tasks and new tools.
• Become familiar with core products and fulfillment workflows.
• Perform queries in Postgres and analyze service logs.
• Improve configurations at new production sites.
• Manage incidents through EXUS' Helpdesk software.
• Analyze and follow up on reported incidents with Engineering teams.
• Develop Change Requests and maintain EXUS’ proprietary software.
• Monitor and check health of managed service cloud environments.
• Mentor and guide less experienced team members.
• Communicate regularly with clients.