Application Support Engineer

Start Date: ASAP

The Technical Support Engineer is responsible for diagnosing and resolving technical issues related to products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers.

• Engineers pull tickets independently and own cases end-to-end
• Interpret and communicate issues across all levels (end users to C-level)
• Replicate issues within the application
• Provide technical findings and feedback to Development, Systems Engineering, Implementation, and Senior Leadership
• Diagnose and troubleshoot technical issues reported by customers with a focus on providing accurate and timely solutions
• Develop and maintain a comprehensive understanding of our products and services
• Stay informed about industry trends, updates, and new technologies to better assist customers
• Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex issues efficiently
• Document and track customer issues, ensuring thorough and accurate records for future reference
• Create and update technical documentation, FAQs, and knowledge base articles to assist customers in troubleshooting common issues independently
• Gather customer feedback and insights to contribute to the continuous improvement of products and services
• Advocate for customer needs within the organization, ensuring a customer-centric approach to product development
• Collaborate with other members of the support team to share knowledge, best practices, and improve overall team efficiency
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

• 2 or more years experience in a Technical Support Engineer, Application Support Engineer or similar customer-facing technical role.
• Log Analysis: Deep log investigation across systems, experience with Splunk (tool secondary; log analysis competency primary)
• SQL (Advanced Querying): Understand schemas, tables, stored procedures, write queries independently, perform joins, assess indexing, table size, locks, long-running queries
• Web Applications & APIs: Experience supporting web applications and web services, strong API knowledge (understand request/response flow), direct interaction using Postman/Swagger, ability to read and configure JSON
• Proven ability to troubleshoot and resolve issues within complex, multi-layered software stacks (Email, Telephony, Web Chat).
• Ability to read and debug common/basic issues with code; ability to read developer documentation and create code samples.
• Strong problem-solving and analytical skills
• Excellent communication skills, both written and verbal

• Full time employees
• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/C3yizKFzFmamgkNxOt0OL

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