Application Support Engineer l

Allvue Systems • Coral Gables, FL

12d

About The Position

As an Application Support Engineer 1 (ASE 1), you will be charged with taking ownership of support tickets and related work and providing exceptional support while demonstrating high-level problem-solving skills and excellent customer experience. ASEs regularly triage incoming tickets, promptly distinguish Support work from Non-Support work, and troubleshoot and resolve surface-level problems for clients. ASEs also perform regular high-level, in-depth analysis and problem-solving to determine root causes, resolve tickets, and provide additional support tasks as needed by the business.
The ideal candidate is self-motivated with excellent communication skills, including AI-powered tools, to improve troubleshooting, research, documentation, and day-to-day productivity. This candidate specializing in Accounting, and familiarity with MS Business Central NAV / CRM is an advantage. Experience in the Private Equity sector is a plus. Additionally, the candidate should have strong hands-on experience in ETL and Data Warehousing, foundational skills in reviewing SQL queries and stored procedures for data report generation and be familiar with business intelligence concepts.

Requirements

• Proficiency in conducting in-depth analysis, complex technical troubleshooting, and issue resolution.
• Strong hands-on experience in ETL and Data Warehousing.
• Strong research skills to advance investigations through written knowledge articles, training videos, and hands-on testing.
• Ability to effectively use generative AI tools to support research, troubleshooting, problem-solving, documentation, and day-to-day productivity.
• Ability to critically evaluate and validate AI-generated information for accuracy, relevance, and appropriateness before applying or communicating outputs.
• Ability to learn and effectively apply new AI-powered tools and technologies within established workflows and business practices.
• Effectively communicate problem concepts, replication steps, root cause analysis, and resolutions to both technical and non-technical audiences.
• Knowledge of Accounting and familiarity with Business Central NAV / CRM is a plus
• Understanding of Business Intelligence concepts
• Familiarity with JIRA ticketing systems.
• Self-starter who can work independently.
• Detail-oriented, with solid organization and coordination skills.
• Excellent customer service, knowledge, and skills.
• Professional written and interpersonal skills.
• Experience with Confluence and Jira ticketing systems.
• Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.)
• Experience using Slack or other message systems.
• Experience with AI-powered tools is preferred but not required. Demonstrated curiosity and willingness to incorporate AI into daily workflows is expected.
• Fluent English (Speaking, Reading, Writing)
• Education or experience in SQL Scripting/Writing skills to debug and resolve SQL code.
• Desired: 2+ years of experience using high-level troubleshooting skills involving an in-depth investigation into software workflows, processes, integrations, high-level SQL-Code investigation skills using Joins and Queries, and other code logic.

Nice To Haves

• Specializing in Accounting
• Familiarity with MS Business Central NAV / CRM
• Experience in the Private Equity sector
• Experience with AI-powered tools is preferred but not required. Demonstrated curiosity and willingness to incorporate AI into daily workflows is expected.

Responsibilities

• Conduct technical troubleshooting, identify root causes, and deliver solutions.
• Deliver exceptional support, demonstrating problem-solving skills, and ensuring excellent customer service.
• Proactively solve problems independently.
• Manage support tickets through the JIRA ticketing system, email, or phone submissions.
• Seek ways to enhance productivity and improve client satisfaction.
• Exhibit time-management and organizational skills to set reasonable deadlines for issue resolution.
• Leverage available AI-powered tools to support troubleshooting, research, documentation, and customer communications, while validating AI-generated information for accuracy and appropriateness.
• Demonstrate soft skills to communicate politely, professionally, and promptly with clients to explain complex issues and solutions.
• Collaborate with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc.) to enhance products and services.
• Deliver top-notch customer experience/service.
• Proficiency and willingness to handle multiple daily customer calls involving screen-shares to collect details and troubleshoot technical problems at a professional and technical level.
• Practice professional-level soft skills in communication with customers and internal staff.
• Take personal ownership for customer satisfaction in resolving Production client concerns and issues.
• Write and maintain professional-level internal and customer-facing knowledge articles.
• Take the initiative to inform leadership to proactively improve the product, reduce ticket volume, and refine processes as business needs.
• Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements.
• Embrace our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).

Benefits

• Health Coverage options along with other voluntary benefits
• Enterprise Udemy membership with access to thousands of personal and professional development courses
• 401K with Company match up to 4% or Employee Pension plan
• Competitive pay and year-end bonus potential
• Flexible PTO
• Charitable Donation matching, along with Volunteer and Voting PTO
• Numerous team building activities to promote collaboration in a fun and fast-paced work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level