- We are seeking an Application Support Engineer to join our 24x7 Follow the Sun support team
- You will be the front line for alert response and resolution, collaborating with cross-functional teams to identify and resolve technical issues, alerts, and cases
- Effective communication with customers and stakeholders is essential, as you will need to relay status updates and escalate issues as necessary
- The role demands excellent troubleshooting and problem-solving skills
- Hybrid work options may be available, offering flexibility while maintaining round-the-clock support
Essential Duties and Responsibilities
- Implement task automation and business workflow monitoring through scripting or other technologies.
- Work Customer issues in assigned SalesForce queue by troubleshooting application issues, and closing the loop with all parties involved.
- Contribute to the definition and management of application layer technology standards and processes including but not limited to: software version, configuration management, load balancing, database connectivity, and release/maintenance management.
- Monitoring tool administration (ProActiveNet, AlertSite, datadog, cloudwatch, PRTG, PagerDuty, graylog, Kibana, custom scripts).
- Support new customer implementations and the transitions from lower environments to production support.
- Respond to technical application questions and issues raised by customers in support of our Operating Level agreements. Handle escalations using a swarming methodology. Available in Hip Chat and Skype rooms during business hours.
- Respond to off hour s pages and escalations.
- Participates in maintenance, performance testing, operations acceptance testing (OAT) and / or release activities as required.
- Administer assigned JIRA ticket queues and follow up with appropriate parties. Regularly, clearly and effectively communicate pertinent information to team members, management and customers according to Support service level standards.
- Provide feedback to product and development teams to improve usability and functionality of GHX applications.
- Adopt and participate in Knowledge Centered Support (KCS) by creating and modifying articles in SalesForce. Articles should be sufficient to resolve cases and major service disruptions.
- Other duties as assigned
Qualifications
- 2+ years of Application Support or related experience.
- Must be able to work from own initiative, learn quickly, and function effectively with team members in a high pressure and dynamic environment.
- Must demonstrate effective listening, verbal and written communication skills.
- Unix or Windows application production/customer support experience.
- Customer-focused attitude.
- Experience with task automation.
- Experience with environment monitoring tools (Cloudwatch / Datadog / PagerDuty / etc...).
- Amazon Web Services (AWS) or cloud based architecture support experience.
- Ability to understand and work with complex enterprise application environments.
- Strong attention to detail and ability to follow established procedures.
- Familiarity with ITIL or MOF Change Management concepts (desired)
- Familiarity with Oracle/SQL Server and RDBMS concepts (desired)
Technical Skills (must have experience with a subset of the following):
- Windows and/or Unix OS proficiency
- AWS - Amazon Web Services
- Python, Perl, Unix and/or Windows scripting experience
- JBoss Application Server
- JSON and restful API experience
- Apache Tomcat
- IIS Application Server
- Understanding of OSI Model
- JVM monitoring tools (jvmstat, etc.)
- Network monitoring (snoop, NetMon)
- EDI (ANSI/X12), and XML knowledge
- HTTPS, AS2, SFTP protocols
- MySQL, MongoDB, DynamoDB, MSSQL, Oracle
Education / Certification(s)
- 4-year degree in computer science or related field or equivalent experience (required)
