Application Support Engineer

First Orion•North Little Rock, AR

21h•Hybrid

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. First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers. First Orion is a leading telecommunications technology provider, with over 300 employees worldwide building Branded Communication and scam protection solutions. Consumers are fed up with the mobile calling experience – 85% of people say they don’t feel comfortable answering calls from unknown numbers – thanks to scammers and bad actors. We’re focused on improving the total user experience by helping companies deliver confidence in every call — not a faceless “800” or unknown number. First Orion can do this in multiple ways: With INFORM’s branded text display, companies can deliver their business name, department or other custom message on the consumer’s mobile device each time they call. With ENGAGE’s branded graphic display, businesses can brand their calls with their name, logo, colors, and a personalized message. The results? Increased answer, engagement, and conversion rates. And a better user experience. First Orion also provides leading in-network scam protection solutions for carriers and contact centers identifying scam calls and notifying mobile users on their caller ID screens so people don’t answer scam calls. We believe our people are part of what makes our workplace so unique and so successful. Our employees are one of the most critical assets to our business, which is why we adopted the cornerstone “People First.” We built our culture on a foundation of trust and transparency, informing everything we produce. We’re a multi-year certified a Great Place to Work — eight years running!

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 required.
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