Application Support Specialist

The Role

At Entersekt, we are working on building an extraordinary customer experience, and we are looking for exceptional people to help us realize that goal. You will join an existing team of four engineers to help support our adapting service solution to the global market.

What does all of this mean for you, as an applicant? First and foremost, it means that you must enjoy communicating with customers, whether by phone call, an email, or assisting with the creation and expansion of our knowledge base resources. Secondly, you must know your way around a computer, as well as be familiar with product and software development lifecycles and how end-to-end software solutions and services are supported.

This is essential as, on the one hand, you must be able to understand our solution to the extent that you are able to support our clients’ technical teams. On the other hand, the support team also writes and uses queries, generates FAQ and troubleshooting documentation, analyzes logs, parses data, troubleshoots, and maintains our strict SLAs.

The role would also allow for our global operations strategy to create a follow-the-sun approach and create an in-region face for the support organization.

Responsibilities

• Handling of escalated cases and incidents from regions and territories.
• Managing and driving of hot issues and system-wide incidents to closure.
• Acting as an escalation and coordination point for regional teams.
• Engaging cross-functional stakeholders and coordinating resolution of issues.
• Assisting with process development and workshopping of problems and challenges.
• Assisting with the scoping of support tools.
• Mentoring and coaching other regional support team members and driving queries to resolution.
• Attending development and other meetings requiring support input.
• Must be prepared to be on emergency standby on a rotating basis supporting the HQ team (for system alarms and client emergencies and scheduled maintenance support).
• May be required to travel into the regions from time to time to assist with implementation, rollouts, or training.
• Work with governance team members to relay updates and positions.

Skills and Experience

Successful candidates for this position will generally possess the following qualifications and skills:

• A tertiary qualification in software, engineering, or IT.
• 3 to 5 years’ of work experience supporting proprietary or custom applications and solutions in the ICT/technology sector (i.e. not standard workplace applications).
• Experience in payments would be advantageous (beneficial).
• Exposure to financial services or telecommunications industries (beneficial).
• Experience in working with development and engineering teams on a product.
• Development organization (SDLC exposure beneficial) on proprietary or custom solutions and products in Agile approach.
• Experience in the use of incident management tools and systems (for example Jira, MS CRM, SysAid, etc.).
• Experience in the use of infrastructure monitoring tools and systems (for example, Solar Winds, Zabbix, Grafana, etc.).
• Overall understanding of IT infrastructure and networking, including mobile networks and devices.
• Overall understanding of cloud and virtual environments, for example AWS and VMware.
• Some knowledge of containerization technologies would be advantageous (eg Docker / Kubernetes).
• Solid understanding of how mySQL, Java, Webservice APIs and Python, or similar technologies, work from a support perspective (i.e.: be able to query and analyze databases, transaction workflows, and logs for troubleshooting purposes).
• Awareness of Software-as-a-Service (SaaS) and general industry standards.
• AWS-aware with some experience and/or exposure to current industry standards.
• Experience using Postman API Platform, or similar, and associated troubleshooting profiles.
• A “customer first” approach and attitude with delivery.
• Where applicable, the ability to share and coach team members on your subject matter experience.

Personality Attributes

• Attention to detail, systematic approach to problem solving, proven track record in solving complex technical and system-level issues.
• Professional attitude and behavior, as well as customer focus.
• Excellent written and verbal communication skills, with an emphasis on confidence, flexibility and professionalism – this is key to this position.
• Ability to build relationships with both customers and colleagues.
• Strong interest in self-improvement and further studies.
• Ability to own and drive special and ad-hoc projects as assigned by management.
• Self-motivated with strong team spirit.
• Sense of ownership and accountability for tasks assigned.
• Enthusiastic about technology.