Job title: application support specialist
department: engineering
reports to: manager, tech support
seniority level: junior to mid-level
employment type: full-time
summary
essential duties and responsibilities
- conduct analysis and troubleshooting to understand and replicate reported system issues.
- clearly communicate software problems to software development team, advocating for a quick resolution and root cause analysis so we continue to improve the customer experience.
- when needed, engage, and collaborate with team members, customer service and engineering teams while identifying and resolving reported technical issues.
- work with peers and customers in incident management, problem management, and change management.
- document customer interactions in our support ticketing system and provide appropriate status updates to the reporting parties.
- participate in regular support telephone conferences and periodic maintenance upgrades.
- adhere to slas (service level agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction.
- develop and maintain a functional understanding of the platforms and collaborate with the team and customers to provide top-level support.
- drive incident escalation and resolution with internal and external teams to deliver the expected level of service for the business.
- provide primary support for product integrations within our proprietary platforms.
qualifications and requirements
- ability to assimilate disparate information (log files, error messages, etc.)
and pursue leads to find root cause problems.
- hands on experience with jira service management/ service desk or comparable product
- ability to work a flexible schedule based on client needs and live event schedules, including off hours, weekends, and evenings as necessary.
- knowledge of building basic sql queries.
- working knowledge of html, css, and javascript code.
- conceptual understanding of software engineering and common software languages like java.
- strong debugging, problem solving, and investigative skills.
- experience with agile/scrum methodology.
- highly proficient business english - both verbal and written skills with the ability to communicate effectively with technical and non-technical staff.
preferred skills & qualifications
- bachelor of computer science or equivalent degree
- experience in programming/scripting languages.
- experience working with a cloud service provider (aws, gcp, azure, etc.)
- experience working remotely with a globally distributed team and with saas platforms is a big plus.
considerations
- this is a 100% remote position for residents from any state in mexico.
- full time position with 100% payroll scheme + additional benefits
- friendly, small company environment with progressive culture.