Associate Software Support Engineer

Echo Global Logistics•Reno, NV

1d•Onsite

About The Position

The Associate Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.

Requirements

3+ years of application support or technical customer service experience.
Strong problem-solving, troubleshooting, and time-management skills.
Excellent verbal and written communication.
Self-motivated, organized, and team-oriented with strong ownership.
Ability to manage multiple priorities in a fast-paced environment.
Experience with SQL/DBMS; SQL Server Management Studio is a plus.
Basic understanding of HTTP requests and APIs; Postman experience is a plus.
Experience with VB.NET and C#.
Familiarity with Splunk or Dynatrace is a plus.
Familiarity with ITIL and Agile methodologies.
Ability to follow detailed procedures and thoroughly document issues and solutions.

Nice To Haves

SQL Server Management Studio
Postman experience
Splunk or Dynatrace familiarity

Responsibilities

Provide advanced application support and resolve technical issues.
Manage tickets from investigation through resolution, escalation, and documentation.
Troubleshoot bugs and support application fixes.
Partner with Service Desk, QA, Infrastructure, Development, and business teams.
Identify opportunities for automation and process improvement.
Create and maintain Knowledge Base articles and SOPs.
Support application deployments, upgrades, and routine maintenance.
Monitor applications and investigate production issues.
Contribute to team initiatives, cross-training, and continuous improvement.
Participate in an on-call rotation providing 24x7 support.
Deliver professional, responsive service to both technical and non-technical users.