Application Support Engineer
About The Position
This role offers the opportunity to learn, grow, and work alongside experienced developers across our Product & Technology teams. Leverage your development skills to uncover root causes of any malfunctions to resolve highly visible, technical, global and strategic cases and ensure the highest level of support to our clients. Authoring KB articles for support (internal & external facing). Act as an escalation point by investigating issues that affect multiple users of a tenant and providing solutions. Once an issue is identified, escalate as appropriate to Production Dev Support. Provide feedback regarding trends in client issues and suggest improvements to processes, policies, and products to help streamline the customer journey. Maximize client satisfaction through timely and accurate resolution of customer inquiries that meet or exceed our customer SLAs (Service Level Agreements). Work closely with other engineers across our Product and Technology teams, Product Managers, and Operations teams to improve and develop our platform. Manage technical customer support tickets and provide regular updates to open tickets. Collaborate closely with various teams including engineering (provide feedback, file and fix bugs), go-to-market (respond quickly to high-priority issues, talk to prospects), and product (provide roadmap feedback). Support of the live and pre-production infrastructure. Prepare and take part in the periodic release of new software.
Requirements
- 3+ years of experience troubleshooting and identifying the root cause of issues in complex enterprise level applications.
- Minimum of 2+ years of MySQL/PostgreSQL and MongoDB, 2+ years working with NodeJS and 2+ of frontend JS (Angular/AngularJS preferred or ReactJS)
- Minimum 2+ years of full stack web application development experience
- Good understanding of the Linux command line or similar
- Experience communicating with customers and setting expectation, preferably in the SaaS industry
- Demonstrated analysis, problem solving skills and troubleshooting expertise
- Complex problem-solving skills, ability to diagnose & address application issues
- Ability to effectively prioritize and escalate production issues as required
- Ability to take initiative/ownership of your work, we’re a small but mighty team, often you’re working as an individual contributor
- You have excellent communication skills and value good documentation and writing
- You have experience with Amazon Web Services tools
Nice To Haves
- Experience working with data pipeline / ETL tools (Streamsets, Stitch, Segment)
- Experience working with AWS tools, Docker, automation tools
- Familiarity with financial and investment terminology and/or capital markets
- Familiarity with information security best practices
- Experience working with data pipeline / ETL tools (Streamsets, Stitch, Segment)
Responsibilities
- Leverage your development skills to uncover root causes of any malfunctions to resolve highly visible, technical, global and strategic cases and ensure the highest level of support to our clients
- Authoring KB articles for support (internal & external facing)
- Act as an escalation point by investigating issues that affect multiple users of a tenant and providing solutions
- Once an issue is identified, escalate as appropriate to Production Dev Support
- Provide feedback regarding trends in client issues and suggest improvements to processes, policies, and products to help streamline the customer journey
- Maximize client satisfaction through timely and accurate resolution of customer inquiries that meet or exceed our customer SLAs (Service Level Agreements)
- Work closely with other engineers across our Product and Technology teams, Product Managers, and Operations teams to improve and develop our platform
- Manage technical customer support tickets and provide regular updates to open tickets
- Collaborate closely with various teams including engineering (provide feedback, file and fix bugs), go-to-market (respond quickly to high-priority issues, talk to prospects), and product (provide roadmap feedback)
- Support of the live and pre-production infrastructure
- Prepare and take part in the periodic release of new software
Benefits
- Accommodation for applicants with disabilities during the hiring process
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
