Senior Technical Support Specialist, Infrastructure/Supply Chain Systems

Location: United States - Remote 

Salary: $50,000 - $70,000 base salary + 10% performance bonus

*This job posting includes 4 headcount that you will be considered for until post offer.

(MUST BE ABLE TO WORK IN PST HOURS - west coast candidate preferred)

A little bit about us:

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.

About the Role:

Applied Value Technologies is seeking a Technical Support Specialist to assist in the delivery of our mission- and business-critical application services with internal customers. Reporting into the Supply Chain Systems department, our goal is to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness.  Candidates must be passionate about technology, live for amazing customer service, and thrive in a fast-paced environment.

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling business by putting people first, and the Managed Services Team is uniquely positioned to propel this work to the next level as the customer’s needs act as the guiding compass, not the technology’s limitations!

About You:

• Familiar with end-to-end Customer/IT support processes 
• Adjusts easily to new or changing circumstances.
• A collaborative utility player mentality (low ego) with a proactive sense of curiosity
• Focuses on achieving results that promote business success.
• Demonstrate proactive and professional communication skills with all stakeholders and partners
• Maintain a professional, adaptable, and respectful manner
• Provide high quality service to all users  

Responsibilities: 

• Provide efficient support on product and integration issues that do not require code changes 
• Develop test cases and scenarios in order to pinpoint the root cause of product bugs 
• Follow detailed processes and workflows to provide world class support to engineering teams 
• Efficiently and effectively execute SOPs and develop and maintain the knowledge base 
• Rapidly diagnose, investigate and resolve or troubleshoot issues and refine into clear and concise communication and documentation 
• Communicate effectively with engineering teams to identify solutions to recurring product issues and improve on the ground engagement quality with cross-functional partners 
• Effectively and concisely communicate technical resolution, workarounds, or product confusion to bug reporters and/or engineering teams (bug reporter can range from a peer to a VP) 
• Support a rotating on-call support schedule 
• Serve as a debugging expert across platforms and products and teach other Specialists about new logs, tools, etc. in order to improve efficiency and workflows 
• Communicate effectively with engineering teams in order to improve on the ground engagement quality with cross-functional partners 
• Identify, build out and conduct on-site technical training and shadowing opportunities across the team in order to improve the team's technical debugging    
• Ensure issues are resolved within the agreed service level agreements (SLAs).

• Participate in regular team meetings and provide feedback on service improvements.
• Suggest and implement process improvements to enhance efficiency and customer satisfaction.
• Participate in ongoing training and professional development opportunities.      

Your Expertise:

• Bachelors in Information Technology, Computer Science or a related field preferred

• 3-5+ years of technical support experience within an enterprise environment 
• 1-2 years of task and/or ticketing system experience or equivalent knowledge
• 1-2 years of basic Supply Chain Process knowledge or equivalent hands-on experience
• Familiarity with supply chain processes and core activities (supply planning, inventory management, fulfillment, operations & maintenance, etc.) 
• Experience leading teams and/or experience working with multiple stakeholders and leadership 

• Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
• Experience operating with SLAs in a client-facing role in a production environment
• Ability to work effectively as part of a team and collaborate with other departments.
• Highly organized with the ability to manage multiple cases and tasks simultaneously.
• Flexible to work on-call schedule on weekdays and occasionally on weekends

Nice to have: 

• Basic C, C++, Python and Objective C knowledge 
• JavaScript/PHP knowledge
• Experience using commercial and financial projects

We’ve got you covered:

• Competitive salary + performance bonus
• Unlimited paid leave
• 100% employer - paid healthcare benefits (medical, dental vision)
• Sick leave accrual
• 100% paid parental leave - up to 16 weeks
• $1,200 Learning & development allowance (annually)
• $1,200 Health & Wellness allowance (annually)
• Employee referral program
• 401k match up to 4%
• 12 paid holidays annually

Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check.