Application Support Engineer

First Orion • North Little Rock, AR

2d

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 and external clients, and works with colleagues to improve application performance. The position operates under the supervision of the Senior Engineer and includes an on-call rotation once per month.

The engineer owns production applications, monitors their performance and data for anomalies, provides observability, and implements logging, monitoring, and alerting. The role also includes technical support, root-cause analysis, documentation, ticket and resolution tracking, reporting, and proactive identification and resolution of technical issues.

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.
• Strong customer service and relationship management experience.
• Proficient 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 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.
• 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.
• Analyze 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 the root causes of application errors and escalate serious concerns to the Senior Engineer.
• Manage the ticketed query system and maintain a comprehensive database of queries and resolutions.
• Monitor application performance metrics and provide observability for managed applications.
• 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.

What This Job Offers

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