Senior Application Support Engineer

What you'll do

• Research and resolve application issues reported by customers and partners.
• Triage customer issues and escalate them to management when appropriate.
• Serve as the primary point of contact for customers during support incidents.
• Review and update site configurations primarily in MS SQL databases.
• Manage assigned tickets through to final resolution.
• Provide after-hours support for resolving SEV 1 issues on a rotation basis.
• Draft complex procedures and knowledge base articles.
• Test new features and train the support team on new functionality.

What we're looking for

• 5+ years of experience working on a support team and solving complex problems.
• Exceptional communication and customer-facing skills.
• Strong ability to create and interpret custom scripts using advanced SQL query structures.
• Advanced experience using JIRA or a similar ticketing system.
• Demonstrated expertise in technical application support tasks and strong attention to detail.
• Ability to review and draft complex procedures and KB articles (preferred).
• Ability to work cross-functionally to test new features and train the Support team (preferred).
• Must be eligible to work in the US for full-time employment.