Application Support Engineer

Job Summary

We are seeking an Application Support Engineer to join our 24x7 Follow the Sun support team. You will be the front line for alert response and resolution, collaborating with cross-functional teams to identify and resolve technical issues, alerts, and cases. Effective communication with customers and stakeholders is essential, as you will need to relay status updates and escalate issues as necessary. The role demands excellent troubleshooting and problem-solving skills. Hybrid work options may be available, offering flexibility while maintaining round-the-clock support.

Essential Duties and Responsibilities

• Implement task automation and business workflow monitoring through scripting or other technologies.
• Work Customer issues in assigned SalesForce queue by troubleshooting application issues, and closing the loop with all parties involved.
• Contribute to the definition and management of application layer technology standards and processes including but not limited to: software version, configuration management, load balancing, database connectivity, and release/maintenance management.
• Monitoring tool administration (ProActiveNet, AlertSite, datadog, cloudwatch, PRTG, PagerDuty, graylog, Kibana, custom scripts).
• Support new customer implementations and the transitions from lower environments to production support.
• Respond to technical application questions and issues raised by customers in support of our Operating Level agreements. Handle escalations using a swarming methodology. Available in Hip Chat and Skype rooms during business hours.
• Respond to off hour’s pages and escalations.
• Participates in maintenance, performance testing, operations acceptance testing (OAT) and / or release activities as required.
• Administer assigned JIRA ticket queues and follow up with appropriate parties. Regularly, clearly and effectively communicate pertinent information to team members, management and customers according to Support service level standards.
• Provide feedback to product and development teams to improve usability and functionality of GHX applications.
• Adopt and participate in Knowledge Centered Support (KCS) by creating and modifying articles in SalesForce. Articles should be sufficient to resolve cases and major service disruptions.
• Other duties as assigned

Qualifications

• 2+ years of Application Support or related experience.
• Must be able to work from own initiative, learn quickly, and function effectively with team members in a high pressure and dynamic environment.
• Must demonstrate effective listening, verbal and written communication skills.
• Unix or Windows application production/customer support experience.
• Customer-focused attitude.
• Experience with task automation.
• Experience with environment monitoring tools (Cloudwatch/Datadog/PagerDuty/etc...).
• Amazon Web Services (AWS) or cloud based architecture support experience.
• Ability to understand and work with complex enterprise application environments.
• Strong attention to detail and ability to follow established procedures.
• Familiarity with ITIL or MOF Change Management concepts (desired)
• Familiarity with Oracle/SQL Server and RDBMS concepts (desired)

Technical Skills (must have experience with a subset of the following):

• Windows and/or Unix OS proficiency
• AWS – Amazon Web Services
• Python, Perl, Unix and/or Windows scripting experience
• JBoss Application Server
• JSON and restful API experience
• Apache Tomcat
• IIS Application Server
• Understanding of OSI Model
• JVM monitoring tools (jvmstat, etc.)
• Network monitoring (snoop, NetMon)
• EDI (ANSI/X12), and XML knowledge
• HTTPS, AS2, SFTP protocols
• MySQL, MongoDB, DynamoDB, MSSQL, Oracle

Education / Certification(s)

• 4-year degree in computer science or related field or equivalent experience (required)