Application Support Engineer
About The Position
We are seeking a knowledgeable Application Support Engineer to support, monitor, and maintain the efficiency of our Branded Calling software applications. In this role, your duties will include supporting internal and external clients, monitor and maintain our Branded Calling applications, and collaborating with colleagues to improve the applications. To ensure success as an Application Support Engineer, you should possess experience in providing support in a fast-paced environment, and by being proactive in resolving issues that could impact our applications. A person employed in Application Support is responsible for managing the resolution of application and system issues that arise across the Branded Calling suite.
Requirements
- A Bachelor's Degree in Computer Science, Information Technology, Information Systems, Computer Engineering, or similar
- 1-3 years of demonstrable experience in a Technical Support role
- Ability to explain complex ideas to those with limited IT and systems knowledge
- Good communication skills: verbal and written
- Listening ability and patience
- Extraordinary customer service and relationship management experience
- Proficient Critical thinking skills
- Knowledge on AWS services, tools and best practices
Nice To Haves
- Willing to learn AWS technologies such as Amazon CloudWatch (including 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
- Have a working knowledge of multiple databases including PostgreSQL, Redshift and NoSQL data stores like Cassandra and AWS DynamoDB
- Perform automation activities using scripting languages such as bash, GNU utilities, Python, JavaScript and PowerShell for the Windows side
Responsibilities
- Providing software application support under the supervision of the Senior Engineer
- Owns the production applications and ensures they are running as expected
- Monitors Branded Calling application data for anomalies
- Performing analyses on software application functionality and suggesting improvements
- Consulting with the software development team, internal users, and clients to improve application performance
- Ensure documentation is kept up to date by working with Engineering and QA
- Provides technical support to teams within the organization, and to external clients when
- Establishing and documenting the root causes of application errors, and escalating serious concerns to the Senior Engineer
- Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
- Monitor application performance metrics
- Provide observability to the applications managed
- Implement Logging, Monitoring and Alerting for all applications
- Proactively identify and resolve technical issues
- Developing reports for teams across the business
Benefits
- Open PTO
- Company paid holidays
- Flex Fridays
- Flexible work arrangements
- State-of-the-art fitness center
- Generous health and dental/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
Number of Employees
101-250 employees
