What are the responsibilities and job description for the Application Support Engineer position at Cora Systems?
Application support Engineer Tier I
Are you a Skilled Software Application Support engineer looking to further your career as part of a great team at a growing tech company? This position could be for you!
As application Support Engineer, you need to demonstrate high technical literacy and ability troubleshooting application functionality. This is a customer facing role which will provide technical support to external users of our Cora PPM Product. You will answer technical questions, troubleshoot problems, and guide users to achieve productive use of our software and systems.
The role involves triaging, logging, and some testing of issues that are raised by our customers, in addition to gathering and documenting technical data as required. We are seeking someone who has a keen eye for detail and excellent communication skills.
Key responsibilities
- Liaise directly with the customer via the helpdesk ticketing system to help troubleshoot, review, and respond to customer queries and issues.
- Acquire a deep understanding of the product technically and functionally.
- Have a technical overview of the deployed client architecture and solution.
- Troubleshoot application configurations to minimize downtime and disruptions.
- Drive technical solutions related to software usage and setup for customers.
- Recreate customer issues, coordinate with engineering, QA, and Application support Tier II engineers to provide resolutions or workarounds.
- Work very closely with the development and support teams to ensure quality throughout the software development cycle.
- Support deployments, rollbacks, application verification, testing and production tasks with our infrastructure team.
- Administer customer queries through the full life cycle from call receipt to resolution.
- Drive new initiatives based on best practice, customer feedback and personal observation.
- Strong IT analytical and troubleshooting skills, with the ability to trace problems through log file analysis and understanding application/systems logic.
Requirements
- At least 3 years Supporting B2B SAAS software for Enterprise Customers
- Software testing experience in a structured test environment a plus
- Good understanding of the software development process
- Customer-focused with an understanding of business process
- Excellent communication and writing skills.
- Experience with defect tracking systems.
- Experience testing client server applications.
- Ability to work within a team and give clear concise updates on progress/issues.