Application Support Engineer

Essential Job Duties and Responsibilities

• Evaluates functionality of modules: troubleshoot bugs, test fixes, and verify functionality based on customer need or feedback.
• Investigate and resolve application issues, ensuring minimal disruption to business operations.
• Provide high level support for enterprise applications, working closely with end users, internal and external teams.
• Continuously monitor application performance and system logs, proactively identifying potential issues.
• Collaborate with software developers, DevOps, and infrastructure teams to ensure stability and performance.
• Conduct in-depth analysis of re-occurring issues, work with Engineering to ensure issues are resolved and publishing results where required.
• Create and maintain troubleshooting guides, knowledge-based documents and runbooks for efficient issue resolution.
• Identify opportunities for automation to improve support processes and reduce manual work.
• Ensure application is functioning per regulations, policies and security standards
• Be an advocate for installation partners and investment customers; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with peers to assist in resolving customer issues.
• Participate in system upgrades, software deployments or any related projects

Required Skills, Knowledge and Abilities

• Bachelor’s Degree in a technical or a related field, or an equivalent combination of education and experience
• Minimum of 3 years of work experience, providing enterprise level technical support or software troubleshooting for a B2B company
• Speak and write with ease, clarity, and impact, using a communication style appropriate to the subject and the audience; must be fluent in English
• Strong problem-solving skills and the ability to diagnose complex application issues
• Fast learner with a technical curiosity, high aptitude and critical thinking
• Extraordinary customer service and relationship management experience
• The ability to effectively shift priorities and work at a rapid pace
• Technology exposure to AWS Services such as CloudWatch, DynamoDB, Elasticsearch, Cognito, S3, IAM etc.
• Strong understanding of at least one database language
• Proficiency in at least one programming language such as Java, C, C++, JavaScript, Ruby, or PowerShell
• Display a strong work ethic and do whatever it takes to get the job done
• Ability to thrive in a fast-paced environment
• Must be available and willing to work in PST or MST timezone