Application Support Engineer (L3)

Phorest•Montreal, QC

67d•Remote

About The Position

Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe. Our aim is to capture 25% of the market globally — that’s one million businesses and a billion-dollar company. We’re continuing to grow and are excited to add a new member to the team. You’ll join a group of highly motivated individuals working together to help Phorest grow even faster. You will join the Salon Operations product group and work with our engineers and product managers to be the voice of the customer and ensure we are aware of, and fixing their pain points. On your journey, you will become a subject matter expert in Salon Management and the Back of House areas of the platform ensuring our clients receive the best possible experience.

Requirements

Application support experience for high traffic web / cloud based systems, or experience in other technical roles like QA or software engineering
Experience with relational databases (MySQL, PostgreSQL, etc.)
Experience working with APIs (REST/JSON, GraphQL)
Ability to read and analyse application and/or database logs
Demonstrated ability to exercise judgement to determine appropriate solutions to complex customer technical issues
Ability to effectively collaborate with folks across multiple disciplines to ensure that key business needs are addressed
Ability to adapt quickly to changing priorities and customer needs
Growth mindset - willingness to hone and develop your skills
Basic understanding of fundamentals of programming

Nice To Haves

Experience with one or more SaaS logging or reporting platforms
Experience working with applications deployed on AWS Infrastructures
Working knowledge of Java
Working knowledge of frontend technologies (HTML / Javascript / Ember / React Native / Swing)

Responsibilities

Delivering a high standard of technical customer service and building strong customer relationships
Production issue troubleshooting, resolution, and root cause analysis - you will have access and learn to use our advanced production monitoring tools
Be part of a team of software engineers, attending stand-ups, and planning sessions
Investigation of reported issues in the system to make sure we are responding to clients needs in a timely manner.
Escalation of appropriate issues to the Product and Development teams
Creating and maintaining concise and clear knowledge articles
Mentoring for Level 2 (L2) engineers to help them progress in their career