What are the responsibilities and job description for the Senior Application Support Engineer position at beBee Careers?
Job Description
We are seeking an experienced Senior Application Support Engineer to join our team. As a Technical Support Leader, you will be responsible for providing third-level technical support to our customers.
Responsibilities:
- Investigate and diagnose technical issues raised by customers on our product Sensa-NetReveal.
- Liaise with customers to inform of progress, request information, manage expectations and close out issues in a timely manner.
- Log, track and update tickets in our issue tracking system.
- Maintain and manage/support test environments for problem replication.
- Work with Product Engineering and Project teams to liaise and identify solutions to problems that are out of scope for the support team.
- Act as the subject matter expert and go-to person for complex issues.
- Coach and guide Team Members to meet their objectives.
- Prepare test cases, release notes, and test releases.
- Participate and own where assigned the knowledge transfer from the project to support team.
- Able to cover some Public holidays to ensure that we have adequate support for our customers.
- Able to cover for weekend support once in a quarter.
Requirements:
- Minimum of 7 years working experience and with a minimum of 3 years of experience working as a support lead in a technical support environment (Level 3 support).
- Bachelors Degree or equivalent relevant experience.
- Proven experience in a senior-level application support role.
- Effective communication and interpersonal skills.
