Application Support Specialist
About The Position
Exiger is seeking a Senior Application Support Specialist to join their Application Support Team. This role is crucial for providing world-class service to SaaS customers and internal teams, including Customer Success Managers and Migration specialists. The Specialist will also engage effectively with internal teams such as Product, Development, and Infrastructure, as well as business partners. Key responsibilities include troubleshooting and analyzing issues, answering technical questions about Exiger's products, and adapting to a fast-paced, dynamic environment. This is a full-time remote or hybrid opportunity with a work schedule of 8:00 AM – 5:00 PM EST. The ideal candidate is an outgoing, confident, self-motivated individual with excellent communication skills, advanced computer skills, and the ability to work independently while being a team contributor. Support requests come through various channels like email and calls/meetings.
Requirements
- US Citizenship
- Must be able to pass and obtain Top-Secret security clearance after the first year of employment.
- At least four years of application support experience in a technical support environment.
- Experience with SAAS applications.
- Familiarity with Unix/Linux Operating Systems and scripting languages – Bash and Perl, Python scripting and SQL.
- Excellent communication skills, both verbal and written.
- Demonstrated ability to independently manage projects, competing priorities, and deliverables with limited oversight.
- Strong sense of ownership, accountability, and follow-through.
- Able to work in a team environment but at the same time, be self-motivated.
- Able to multitask while balancing competing priorities.
- Able to complete product demonstrations and end-user training sessions in a client facing environment.
Nice To Haves
- Startup and/or small team experience a big plus.
- Previous experience with service desk software (SalesForce, Zendesk, ServiceNow, Jitbit, Desk.com, etc).
- Previous experience with JIRA application.
Responsibilities
- Develop an extensive working knowledge of the product suite.
- Own assigned projects and process-improvement initiatives from planning through completion, providing proactive updates on progress, risks, and blockers.
- Balance reactive customer support needs with longer-term priorities and deadlines.
- Proactively identify opportunities to improve Support processes, documentation, automation, and team effectiveness.
- Provide end-user application support via phone, email and in-person.
- Coordinate and validate new implementations and upgrades.
- Coordinate and prioritize support requests.
- Facilitate problem-solving between end-user and development staff.
- Participate with development staff in testing new releases of the product.
- Develop working relationships with sales staff to utilize product knowledge and leverage customer relationships for sales support.
- Analyze and troubleshoot problems effectively while minimizing response time.
- Proactively optimize Support procedures and automate wherever possible.
- Ensure customer satisfaction through end-to-end support solutions.
- Identify escalation situations and follow appropriate escalation procedures.
- Keep end-users up to date throughout the resolution process.
- Take ownership of support issues until final resolution.
- Assist with the Technical Operations team with server support.
- Participate in rotational shift coverage (On-Call).
- Collaborate and coordinate with our Incident Management team.
- Participate in our incident management process when required.
Benefits
- Exiger’s hybrid work policy is periodically reviewed and adjusted to align with evolving business needs.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
