Application Support Engineer
Job Description
MessageGears is the first email marketing solution of its kind. By combining the power and security of on-premise software with the efficiency and scalability of cloud delivery, we enable marketers to capitalize on every email. We're not interested in simply being another email service provider - we're disrupting an industry by providing a solution that gives marketers complete control over their multi-channel programs through advanced tech.
We're looking for an Application Support Engineer to join our growing team. As an Application Support Engineer, you will support customer installations and post implementation with upgrades and technical escalations. This person will troubleshoot and resolve application issues related to users and services. To be successful in this role, you are a motivated self-starter and self-learner, possess strong customer service and technical analytical skills; and be someone who welcomes challenges. This position may require up to 10% travel.
RESPONSIBILITIES
TEAM RESPONSIBILITIES
Requirements
Benefits
We're looking for an Application Support Engineer to join our growing team. As an Application Support Engineer, you will support customer installations and post implementation with upgrades and technical escalations. This person will troubleshoot and resolve application issues related to users and services. To be successful in this role, you are a motivated self-starter and self-learner, possess strong customer service and technical analytical skills; and be someone who welcomes challenges. This position may require up to 10% travel.
RESPONSIBILITIES
- Troubleshoot and resolve application issues related to users and services
- Quickly understand business issues and data challenges of client's organization and industry as it applies to our software application
- Ability to continuously maintain and prioritize assigned service tickets based on business priority
- Develop workarounds to existing product lines when applicable
- Document processes and procedures as developed and/or required
- Assist customers with application installations and upgrades
- Provide mentorship and share knowledge with Tier 1 members on an ongoing basis
- Stay up to date with new products and features that are released
- Resolve customer's issues via the telephone, email or Webex session
- Escalate issues internally in a timely manner according to Standard Operating Procedures
- Demonstrate internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
- Contribute to internal knowledge base
- Collaborate extensively with App Support team and Client Success to share best practices and learn about new technologies
- Focus on an area of technical specialization and attend technical trainings
- Work with other Application Support Engineers on cases which will help cultivate that expertise
- Focus on data integrity and exhibit constant caution with clients' data
- Monitor systems and highlight issues requiring investigation
- Investigate and identify technical problems, and develop sound, carefully thought-out solutions that minimize risk to the organization
- Review database and coding logic
- Communicate functionality of the system in a factual, straightforward manner
- Provide high quality, accurate results, while efficiently maintaining and enhancing existing organizational systems and standards
- Must demonstrate ability to work with the client's technical support team to determine possible causes of problems and suggest solutions and resolve issues
- Any other duties that may be assigned to you from time to time
TEAM RESPONSIBILITIES
- Attends and participates in daily standup and weekly team meetings
- Attend customer office hours meetings as needed to speak to certain issues
- Contributes to Team knowledge and information base
- Team player - able to communicate well as part of a team
- Excellent verbal and written communication skills for summarizing tasks performed with client
- Willingness to participate in on-call rotation to cover after-hours incidents
Requirements
- University Bachelor's degree in Computer Science / Software Engineering
- 3+ years' experience supporting Enterprise Applications
- Experienced in SQL, ideally Microsoft SQL Server
- Strong understanding of databases and how they work
- Experience working with stored procedures
- Web Application development ideally with HTML and JavaScript
- XML, XSD and XSLT
- Security conscious
- Excellent time management skills
- Excellent written and verbal skills with fluent English
- The ideal candidate will have experience in software support and development
- Ability to prioritize tasks in a complex and fast-paced environment
- Strong problem-solving skills, working on requirements, communicating with the client's technical support team
- Familiar with the software development lifecycle and methodologies
- Ability to explain technical solutions to clients in simple, understandable terms
- Self-motivated and enthusiastic with good organizational skills
- Ability to proactively identify better solutions that can save resources, increase performance, improve product quality
- Demonstrated documentation rigor, you understand the importance of good processes and the need for user documentation
- Will be able to work with diverse teams in many locations
Benefits
- Fun, fast-paced, professional and collaborative environment in Midtown Atlanta
- Hybrid remote / in-office work environment
- Growth-stage company with many opportunities for advancement
- Use of company's 4 season tickets to the Atlanta Braves
- Use of company's 4 State Farm Arena Concert Club tickets + all you can eat & drink
- Casual dress all-day, everyday
- Generous PTO policy
- Flexible business hours
- Health, dental, vision and life insurance (most plans 100% company paid!)
- 401k Plan
- Paid covered parking spot or MARTA pass
Date Posted
08/27/2022
Views
5
Positive
Subjectivity Score: 0.8
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