Senior Application Support Engineer

What you'll do

• Research and resolve application issues reported by customers and partners.
• Serve as the primary point of contact for customers during support incidents.
• Triage and resolve customer tickets while maintaining a professional demeanor in high-pressure situations.
• Review and update site configurations within MS SQL databases.
• Identify and suggest improvements to management to eliminate recurring technical issues.
• Draft complex procedures and knowledge base articles for internal use.
• Test new features and train the support team on updated functionality.
• Participate in a rotation to provide 24/7/365 coverage for critical SEV 1 issues.

What we're looking for

• Candidates must have at least 5 years of experience working on a support team and solving complex problems.
• Applicants must possess exceptional communication skills and experience in customer-facing roles.
• Candidates must be able to create and interpret custom scripts using advanced SQL query structures.
• Experience with JIRA or a similar ticketing system is required.
• Candidates must have strong problem-solving skills and high attention to detail.
• Ability to manage customer expectations and remain calm in trying situations is required.
• Familiarity with Google Docs is required.
• Candidates must be eligible to work in the US for full-time employment.