Application Support Engineer
About The Position
The Application Support Engineer supports, monitors, and maintains the efficiency of First Orion’s Branded Calling software applications. The role manages the resolution of application and system issues across the Branded Calling suite, supports internal users and external clients, and proactively identifies issues that could affect application performance. The position includes an on-call rotation once per month and operates under the supervision of the Senior Engineer. The engineer owns production applications and ensures they run as expected, monitors application data and performance metrics for anomalies, provides observability, and implements logging, monitoring, and alerting. The role also analyzes application functionality, recommends improvements, collaborates with software development, Engineering, and QA, maintains current documentation and a database of support queries and resolutions, investigates root causes, escalates serious concerns, and develops reports for business teams.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Information Systems, Computer Engineering, or a similar field.
- 1–3 years of demonstrable experience in a technical support role.
- Ability to explain complex ideas to people with limited IT and systems knowledge.
- Good verbal and written communication skills.
- Listening ability and patience.
- Customer service and relationship management experience.
- Critical-thinking skills.
- Knowledge of AWS services, tools, and best practices.
- Basic knowledge of SIP call flows.
- Basic knowledge of REST API protocols.
Nice To Haves
- Willingness to learn AWS technologies, including Amazon CloudWatch (CloudWatch Agent, CloudWatch Logs, CloudWatch Alarms, and CloudWatch Events), AWS X-Ray, Amazon SNS, and Amazon Elasticsearch Service.
- Understanding of multiple operating systems, including Linux variants and Windows.
- Working knowledge of databases including PostgreSQL, Redshift, and NoSQL data stores such as Cassandra and AWS DynamoDB.
- Ability to perform automation using scripting languages and tools such as Bash, GNU utilities, Python, JavaScript, and PowerShell for Windows.
Responsibilities
- Provide software application support under the supervision of the Senior Engineer.
- Own production applications and ensure they are running as expected.
- Monitor Branded Calling application data for anomalies and monitor application performance metrics.
- Analyze software application functionality and suggest improvements.
- Consult with the software development team, internal users, and clients to improve application performance.
- Work with Engineering and QA to keep documentation up to date.
- Provide technical support to internal teams and external clients when required.
- Establish and document root causes of application errors and escalate serious concerns to the Senior Engineer.
- Manage the ticketed query system and maintain a comprehensive, current database of queries and resolutions.
- Provide observability for managed applications and implement logging, monitoring, and alerting for all applications.
- Proactively identify and resolve technical issues.
- Develop reports for teams across the business.
- Participate in an on-call rotation once per month.
Benefits
- Open PTO.
- Company-paid holidays.
- Flex Fridays.
- Flexible work arrangements.
- State-of-the-art fitness center.
- Health insurance options.
- Dental and vision options.
- Retirement plans.
- Learning and development programs.
- Career path frameworks.
- Tuition reimbursement.
- Company options.
- Bonus potential.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
