Applications Support Specialist

We’re Looking For An: Applications Support Specialist who will provide Level 1 support of multiple critical applications including eCommerce, Order Management, Email Service, Integrations, and Warehouse management systems. This role will have a unique breadth of understanding across multiple systems and process areas.

Location: Remote

What You’ll Be Doing:

• Provides daily and methodical diagnosis of technical issues across SaaS applications in collaboration with a cross functional team of developers and administrators.
• Ensures technical issues are dispositioned for impact and severity, documents the issue comprehensively, replicates the issue, and gathers data samples for L2 resolution.
• Provides L1 support for minor enhancements, training needs, or data queries.
• Writes and maintains SQL statements to retrieve custom data attributes from specific systems for use in the enterprise ESP.
• Generates integrated automations to support ESP, ERP, and data systems.
• Manages incident response processes such as facilitating SWAT calls and producing root cause analysis documentation in coordination with vendors.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Strong organizational skills required
• Ability to work with multiple vendors and external partners.
• The ability to pick up new processes quickly and efficiently required
• Ability to communicate complex technical concepts to a wide variety of audiences
• Understanding of change and release management
• Solution driven with the ability to gather, analyze, and resolve issues
  Required Experience/Education:
• 1- 2 years SQL experience, including data extraction and stored procedures
• 1-2 years using JavaScript (Typescript experience a plus)
• 1-2 years experience with diagnosing technical issues using methodical IT support frameworks that accelerate responsiveness, information gathering, issue replication, impact assessments, management communications, and with initiating L2 escalation protocols.
• 1-2 years using SaaS applications that support eCommerce, order management, and operations
• Proficient user of general enterprise grade SaaS applications such as Salesforce, Oracle products, and middleware systems
• Familiarity with Slack, G-Suite, and Jira products (or related ticketing systems)
• Bachelors in Computer Science or related field
  Preferred Experience:
• 2-3 years SQL experience, including data extraction and stored procedures
  
• 2-3 years using JavaScript (Typescript experience a plus)
  
• 2-3 years experience with diagnosing technical issues using methodical IT support frameworks that accelerate responsiveness, information gathering, issue replication, impact assessments, management communications, and with initiating L2 escalation protocols.
  
• 2-3 years using SaaS applications that support eCommerce, order management, and operations
  
• Salesforce, NetSuite, Warehouse management systems, and iPaaS (Jitterbit/Boomi/related)